Defusing Hostile Customers Workbook Chapters and Excerpts

The Defusing Hostile Customers Workbook was created because I was getting many requests to do seminars in places I'd probably never get to. We created the workbook to allow employees and training departments to make offer training and/or learn the defusing skills needed to work effectively with irate clients.

As such it's full of examples, assignments and role-play like exercises readers can do on their own.

It's available at a discount for visitors to this site. Got to this amazon site (they are the publisher), purchase and if you enter the coupon code: 9Z357K5N , you will receive 33% off, saving over $13.00

Defusing Hostile Customers Workbook Preface and Instructions
In this intro to the book, we map out what's inside, the point of the book, and some hints to get the most from the workbook and its exercises.

Defusing Hostile Customers Workbook Complete Table of Contents
Here's the complete table of contents from the book to give you an idea of the depth and breadth of the coverage, what you will learn, and how it will help you in your job.

Defusing Hostile Customers Workbook Chapter 2 - Part 1 - Nature of Hostile and Abusive Behavior
The more you understand about the psychology of angry, hostile and abusive behavior, the better you can make good decisions about handling the behaviors. In this section we talk about different kinds of behavior and where they come from.

Defusing Hostile Customers Workbook Chapter 2 - Part 2 - Learn why customers act badly, and the basic customer defusing principles
Where do people learn to act so rudely and aggressively in customer service situations. Find out here and, more importantly find out about the essential defusing hostile customers principles.

Defusing Hostile Customers Workbook Chapter 2 - Part 3 - More Learn why customers act hostile and aggressive
The third part of this chapter focusing on the pscyhology of customer anger, hostility and aggression.

Defusing Hostile Customers Workbook Chapter 2 - Part 4 - What Angry Customers Want and Need
You'd think this would be a simple question, with a simple answer, but most people, including many "experts" in customer service don't actually understand what customers need and want in the context of angry situation.

Defusing Hostile Customers Workbook Examples of Exercises Included in the Workbook
In order to help readers understand some of the features of this book that make it a unique and powerful learning tool, we've included some examples here of the kinds of exercises included in the book.

Defusing Hostile Customers Workbook Examples of Exercise Answers in Workbook Appendix
Finally, for most of the exercises in the book, we provide sample possible answers so you can get feedback on how you did on the exercises. Here you'll find out what those look like and how they can be used in conjunction with the exercises.