Calming Upset Customers - Softcover

Morgan, Rececca L.

Softcover

ISBN 10: 0931961653 ISBN 13: 9780931961656

Publisher: Crisp Learning, 1989

Synopsis

Turn upset customers into satisfied customers quickly and professionally.

About this title

From the Back Cover

Read and learn:

* Why it is important to calm upset customers
* What upset customers want you to do
* How to use verbal cushions to show that you understand
* The 3 F's and how they will help calm customers

About the Author

In addition to serving as Managing Partner in Morgan Seminar Group in San Jose, CA, Rebecca L. Morgan, CSP, is an engaging speaker, seminarist and author. She works with organizations that want their people to work smarter, and with individuals who want to get more done. Her topics include: sales, time management, communication, and customer service.

Having held numerous public contact jobs, Rebecca is an expert is keeping customers happy. Her specialty is calming upset customers and turning them into loyal, satisfied customers.

She's someone who has clearly "been there." Morgan has held various customer contact jobs, including

* Campus tour guide at a college that was not accepting any more applicants, and the parents didn't know this until they were on Morgan's tour.

* House manager at rock concerts where she had to clear the aisles of drugged fans to comply with fire codes.

* Psychological counseling assistant where she dealt with people who were angry at the world and wanting to take it out on anyone they came in contact with, including Morgan.

* Customer service specialist for a municipal water company, during a drought, dealing with upset public who were fined for overusage.

Rebecca has authored four popular books, Professional Selling, Life's Lessons: Insights and Information for a Richer Life, TurboTime: Maximizing Your Results Through Technology, and Calming Upset Customers. Additionally, Rebecca has produced numerous audio cassette programs and has been featured on Nightingale-Conant's audio sales magazine, Sound Selling. Recently she was featured in USA Today, Home Office Computing, Sales and Marketing Management, National Public Radio, and The Oprah Winfrey Show.

She earned the designation of Certified Speaking Professional or CSP which is conferred by the National Speakers Association. This is a designation of achievement earned through proven speaking experience. In 1993, when Rebecca received her CSP, only 214 people in the world, or fewer than 7% of the 3500 NSA members, had earned this ten-year-old this designation.

Her hundreds of clients include IBM, Hewlett-Packard, Hyatt Hotels, Apple Computer, Sun Microsystems, Wells Fargo Bank, Allstate, Macy's, New York Life Insurance, Royal Cruise Lines, and the Internal Revenue Service.

Edition details

• Publisher: Crisp Learning
• Publication date: 1989
• Language: English
• ISBN 10: 0931961653
• ISBN 13: 9780931961656
• Binding: Paperback
• Number of pages: 74