Error loading page.
Try refreshing the page. If that doesn't work, there may be a network issue, and you can use our self test page to see what's preventing the page from loading.
Learn more about possible network issues or contact support for more help.

Winning with the Customer from Hell

ebook
Realistic, practical, and compelling anecdotal solutions are offered here for countering belligerent, abusive, and condescending customers. This book captures the essence of the skills required for helping retailers deal with problem customers and improve employee efficiency. A six-pronged approach known as LESTER is detailed, which involves listening to customers, echoing the issue, sympathizing with the customer’s emotional state, thanking the customer, evaluating one’s opinion, and responding with a win-win solution. Retailers come away with tested strategies for turning nightmare customers into friends.

Expand title description text
Series: Winning with the...from Hell Publisher: ECW Press

OverDrive Read

  • ISBN: 9781554906307
  • Release date: September 25, 2008

PDF ebook

  • ISBN: 9781554906307
  • File size: 8093 KB
  • Release date: September 25, 2008

Formats

OverDrive Read
PDF ebook

subjects

Business Nonfiction

Languages

English

Realistic, practical, and compelling anecdotal solutions are offered here for countering belligerent, abusive, and condescending customers. This book captures the essence of the skills required for helping retailers deal with problem customers and improve employee efficiency. A six-pronged approach known as LESTER is detailed, which involves listening to customers, echoing the issue, sympathizing with the customer’s emotional state, thanking the customer, evaluating one’s opinion, and responding with a win-win solution. Retailers come away with tested strategies for turning nightmare customers into friends.

Expand title description text