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New For 2011 - If It Wasn't For The Customers I'd Really Like This Job:
Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.

If It Wasn't For The Customers I'd Really LIke This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.
Got A Kindle? We have it covered. Click here to get your copy from the Kindle store.

Amazon Reviews Verified By Amazon

Lisa S. In California: Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.

For those in Government or who want a "seminar in a book".

hostile customers workbook

Amazon Reviews Verified By Amazon:

Steve Katz (Minnesota): The Defusing Hostile Customers Workbook (Third Edition 2010) by Robert Bacal is the best material I've ever seen on this subject. It gives the government worker everything he or she needs to defuse hostile customers. I can unequivocally recommend this book for any government worker who regularly deals with hostile customers.

Reading the Assertive Limit Setting chapter alone is worth the price of the Workbook. The workbook emphasizes that it's crucial when dealing with unacceptable behavior to use assertive limit setting by describing the unacceptable behavior, requesting behavior change, and stating consequences.

Buy this book!

Autumn Bell (California) on an earlier edition: ...handling non-verbal intimidation · verbal self-defense · a step-by-step process for "solving" customer problems · dealing with threats · and much more! Examples of dialogue and written exercises in each section help readers apply the material. We have tried these techniques here at work and the results have been outstanding. I highly recommend this book for anyone who encounters customers, clients, patients, students, or members of the public - whether you work in the public or the private sector....Not only is Robert Bacal's material one of the only sources geared specifically to the public sector, it is also one of the best sources on handling upset, angry, or hostile customers that I've ever seen - for any type of workplace! This is the best source on handling customers you can find!

Benjamin Schiltz (Welland) on an earlier edition: I just wanted to tell everyone that I am very satisfied with this book and the delivery of it was ahead of schedule. There is a ton of very informative and useful information in this book. A MUST READ! for anyone who is a government employee or call centre rep who deal with people on a daily basis. I am about to work for a call centre and I find this book easy to understand and easy to learn. I am one very satisfied customer indeed. thank you.

Defusing Hostile Customers Workbook - Get Your Free Chapters Now!

Perfect Phrases For Customer Service, published by McGraw-Hill, and written by Robert Bacal, includes sixty tough customer service situations, and how to deal with them. It uses a series of dialogues, and explanations to show you what to do, and when.

We are continuing to develop new customer service tactics, strategies and tips, and scripts to demonstrate their use, and will post this additional material on customer service on these pages. Free of charge!

The Can-I Customer Service Question

Sometimes customer service representatives need to get information from customers that customers may feel is sensitive or personal. For example, a hospital might need to know the customer's religion, or age, or marital status. While there may be good reason to get this information, a customer may balk at giving it.

The "Can-I Customer Service Question" is designed to help you phrase the question so it incorporates two elements - asking for the information, AND asking permission to get the information. By including an implicit request for permission, the customer is less likely to be resistant or defensive.

It also assumes that the information requested can be given by the customer, or may be withheld. This may not always be the case (it may not be optional), but this "hint" softens the request.

Usage:

The Can-I question is exceedingly simple. Rather than directly asking for the sensitive information, you ask: "Can I enter something that indicates your religion?"

To see a script of this technique in action (coupled with other techniques), click here.