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This is a guide to dealing with irate customers as well as angry and upset people in any interpersonal situation. It teaches to be sensitive to the other person's feelings and how to respond appropriately.
"synopsis" may belong to another edition of this title.
Who has not been in a store or restaurant and wanted to step in and straighten out a service person who was making a bad situation worse by escalating a confrontation with a customer? I've taken the opportunity to do just that in an audio book that explains that it does no good to argue with an irate customer or, for that matter, any upset person. This isn't an issue of the customer always being right. That philosophy can give a service person the sense of being a servant rather than a professional. But the professional should recognize that an upset person always has a legitimate reason for being upset, even when it is based on totally erroneous information or an imagined affront. Whatever their cause, feelings are always real and should be respected. A woman upset because her new washing machine is not doing a good job, has a perfect right to be upset, even if the poor performance is the result of her not having read her instruction manual. A statement like, "I understand how upsetting that must be," goes a long way towards bringing that customer around to a reasonable attitude and does not imply any sense of wrongdoing on the part of the machine's manufacturer. Understanding this concept and being able to apply it makes for not only better customer relations, but a more mature and confident service person.From the Back Cover:
Directed to persons in the sales or service professions, this 80-minute guide to dealing with angry customers has applications across a broad spectrum of interpersonal relationships. Dealing constructively with another person's anger can lead to strengthened relationships. Julian Padowicz draws on many years' experience in producing instructional materials on management and sales techniques for leading corporations, to discuss some of the psychology involved in dealing with another person's frustration and anger. Padowicz, who demonstrated his mastery of articulating difficult concepts in the highly-acclaimed, best-selling "60 Minutes Towards Computer Literacy," uses a series of vignettes to illustrate, model, and explain a range of situations in which a sales or service professional turns a hostile situation into one conducive to transacting business.
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Book Description Businessfilm Intl, 1996. Audio Cassette. Condition: Good. Ships with Tracking Number! INTERNATIONAL WORLDWIDE Shipping available. May not contain Access Codes or Supplements. May be ex-library. Shipping & Handling by region. Buy with confidence, excellent customer service!. Seller Inventory # 1881288129