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| dealing with difficult customers training free: The Compassionate Geek Don R. Crawley, Paul R. Senness, 2011-05-05 Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing foo-foo, just down-to-earth tips and best practices learned from years of working with IT pros and end-users. |
| dealing with difficult customers training free: Defusing Hostile Customers Workbook Robert Bacal, 1998 |
| dealing with difficult customers training free: How to Deal with Difficult Customers Dave Anderson, 2013-05-21 Praise for How to Deal with Difficult Customers The application of the ten key strategies in this book will help every sales professional learn how to deal with the truly difficult and how to avoid creating unnecessary difficulties. It's written with the same wit, humor, and inspiration that have made Anderson's prior books so effective. --Margaret Callihan, President, Chairman, and CEO, SunTrust Bank, Florida Anderson knocks another one out of the park with How to Deal with Difficult Customers! The problem is real; Anderson's solutions make sense and, as always, he makes you laugh in the process. --Mike Roscoe, Editor in Chief, Dealer Magazine I could not put this book down. It's a salesperson's bible, offering clear and concise how-to advice. If you're in the selling profession and want to sell more, you should read this book . . . twice. --Warren Lada, Senior Vice President, Saga Communications An individual executing the ideas within this book will change their own life and their organization. No one has the gift like Anderson to articulate the importance character plays in maximizing potential. --Mike Tomberlin, CEO, The Tomberlin Group Throw out all your other sales manuals. Anderson's new book will change the way you look at customers, the way your salespeople look at themselves, and, quite frankly, the way you look at the sales process. --Dan Janal, President, PRleads.com What are you waiting for? We all have difficult customers. If you're tired of leaving money on the table because you can't handle them, read this book. If your good customers are turning into difficult customers, read this book. If you want to deliver results year-in and year-out, read, re-read, and apply the lessons of this book. --Randy Pennington, author, Results Rule! |
| dealing with difficult customers training free: If It Wasn't for the Customers I'd Really Like This Job Robert Bacal, 2011-02-28 Bacal provides a practical guide to dealing with nasty, hostile, angry, and even abusive customers. He gives you the skills and confidence to deal with the most troublesome of customers. |
| dealing with difficult customers training free: Customer Service Training 101 Renee Evenson, 2011 Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include How Do I Measure Up? self-assessments, and Doing It Right examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more. |
| dealing with difficult customers training free: Powerful Phrases for Dealing with Difficult People Renee Evenson, 2013-10-15 How to Manage Work Relationships in a Constructive Way that Leads to Success. Learning how to maintain strong, harmonious work relationships is essential. Unfortunately, at some point in your career, you'll have to work with people whose personalities or habits make every interaction with them a trial. Communications expert Renee Evenson has written the definitive phrasebook on how to confront the situations that can arise when dealing with difficult personalities and bring about a positive outcome. Powerful Phrases for Dealing with Difficult People is packed with practical and easy-to-use tactics such as: 325 powerful phrases to communicate effectively, as well as powerful actions to take in support of those phrases. 30 common personality traits, behaviors, and workplace scenarios along with the phrases that work best with each. Nonverbal communication actions to back up your words. Sample dialogues that demonstrate how phrasing improves interactions. A five-step process for moving from conflict to resolution. Why This Works sections that provide detailed explanations. Often, an employee who can interact well with others and feels comfortable handling conflict will be promoted over an employee who possesses greater job or technical knowledge. From egotistical bosses to meeting monopolizers, you'll learn how to develop the skills to handle any type of conflict with anyone. |
| dealing with difficult customers training free: Ask a Manager Alison Green, 2018-05-01 From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conversations—featuring all-new advice! There’s a reason Alison Green has been called “the Dear Abby of the work world.” Ten years as a workplace-advice columnist have taught her that people avoid awkward conversations in the office because they simply don’t know what to say. Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when • coworkers push their work on you—then take credit for it • you accidentally trash-talk someone in an email then hit “reply all” • you’re being micromanaged—or not being managed at all • you catch a colleague in a lie • your boss seems unhappy with your work • your cubemate’s loud speakerphone is making you homicidal • you got drunk at the holiday party Praise for Ask a Manager “A must-read for anyone who works . . . [Alison Green’s] advice boils down to the idea that you should be professional (even when others are not) and that communicating in a straightforward manner with candor and kindness will get you far, no matter where you work.”—Booklist (starred review) “The author’s friendly, warm, no-nonsense writing is a pleasure to read, and her advice can be widely applied to relationships in all areas of readers’ lives. Ideal for anyone new to the job market or new to management, or anyone hoping to improve their work experience.”—Library Journal (starred review) “I am a huge fan of Alison Green’s Ask a Manager column. This book is even better. It teaches us how to deal with many of the most vexing big and little problems in our workplaces—and to do so with grace, confidence, and a sense of humor.”—Robert Sutton, Stanford professor and author of The No Asshole Rule and The Asshole Survival Guide “Ask a Manager is the ultimate playbook for navigating the traditional workforce in a diplomatic but firm way.”—Erin Lowry, author of Broke Millennial: Stop Scraping By and Get Your Financial Life Together |
| dealing with difficult customers training free: 50 Activities for Achieving Excellent Customer Service Darryl S. Doane, Rose D. Sloat, 2003 Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations. |
| dealing with difficult customers training free: Compassionate Therapy Jeffrey A. Kottler, 1992-03-20 Compassionate Therapy explores the characteristics of difficult clients and the nature of client resistance. Arguing that conflict can be a constructive force, it shows how practitioners can use the struggle to examine their own abilities, deepen their compassion, and improve therapeutic flexibility and effectiveness. It offers proven approaches to working through therapeutic impasses with difficult clients and blAnds professional development with personal growth. |
| dealing with difficult customers training free: Energy Vampire Slaying: 101 Dan O'Connor, 2011-05-26 ENERGY VAMPIRE SLAYING:101 How to combat negativity and toxic attitudes in your office, in your home, and in yourself In this program you'll learn: -The secrets master communicators use to keep their cool when dealing with difficult people -What free-style scripting is and how you can use it to defend against verbal assaults -How to use a power phrase and danger phrase list to boost your communication power -How you can prevent conflict from manifesting, using effective communication techniques -Problem-solving verbal patterns and scripts you can use to instantly increase productivity -How to use defusion tactics to slash the time spent dealing with difficult customers -How to respond, rather than react, when you're confronted with negative or difficult behavior -How to use magic phrases to respond quickly and effectively when you're put on the spot -Brain-training techniques such as hemisphere switching you can use to control your emotions when you're under pressure -How to quickly find the right words at the right time during difficult situations, and -Which free tools to use for mastering all of the techniques you'll learn in the program, and the right way to study, so you can develop your skills at lightning speed. I have been using the tactics you taught with great success, not just at work, but at home. I finally had the breakthrough I've been trying for with my daughter. Thank you for giving me the tools I can use to change my life. I thoroughly enjoyed every minute! I'll take any book you have to offer. -Kevin Wahlberg -Dallas, TX |
| dealing with difficult customers training free: Let's Get Real or Let's Not Play Mahan Khalsa, Randy Illig, 2008-10-30 The new way to transform a sales culture with clarity, authenticity, and emotional intelligence Too often, the sales process is all about fear. Customers are afraid that they will be talked into making a mistake; salespeople dread being unable to close the deal and make their quotas. No one is happy. Mahan Khalsa and Randy Illig offer a better way. Salespeople, they argue, do best when they focus 100 percent on helping clients succeed. When customers are successful, both buyer and seller win. When they aren't, both lose. It's no longer sufficient to get clients to buy; a salesperson must also help the client reduce costs, increase revenues, and improve productivity, quality, and customer satisfaction. Elevate your career with this essential guide for sales professionals and entrepreneurs alike. |
| dealing with difficult customers training free: Learning How to Learn Barbara Oakley, PhD, Terrence Sejnowski, PhD, Alistair McConville, 2018-08-07 A surprisingly simple way for students to master any subject--based on one of the world's most popular online courses and the bestselling book A Mind for Numbers A Mind for Numbers and its wildly popular online companion course Learning How to Learn have empowered more than two million learners of all ages from around the world to master subjects that they once struggled with. Fans often wish they'd discovered these learning strategies earlier and ask how they can help their kids master these skills as well. Now in this new book for kids and teens, the authors reveal how to make the most of time spent studying. We all have the tools to learn what might not seem to come naturally to us at first--the secret is to understand how the brain works so we can unlock its power. This book explains: Why sometimes letting your mind wander is an important part of the learning process How to avoid rut think in order to think outside the box Why having a poor memory can be a good thing The value of metaphors in developing understanding A simple, yet powerful, way to stop procrastinating Filled with illustrations, application questions, and exercises, this book makes learning easy and fun. |
| dealing with difficult customers training free: Working With Difficult & Resistant Staff John F. Eller, Sheila A. Eller, 2011-09-20 To move forward in the school improvement process, school leaders must address the behaviors of difficult and resistant staff members while sending the message that a few people cannot halt change. This book will help school leaders understand how to prevent and address negative behaviors to ensure positive school change. |
| dealing with difficult customers training free: Difficult Conversations Douglas Stone, Bruce Patton, Sheila Heen, 2023-08-22 The 10th-anniversary edition of the New York Times business bestseller-now updated with Answers to Ten Questions People Ask We attempt or avoid difficult conversations every day-whether dealing with an underperforming employee, disagreeing with a spouse, or negotiating with a client. From the Harvard Negotiation Project, the organization that brought you Getting to Yes, Difficult Conversations provides a step-by-step approach to having those tough conversations with less stress and more success. you'll learn how to: · Decipher the underlying structure of every difficult conversation · Start a conversation without defensiveness · Listen for the meaning of what is not said · Stay balanced in the face of attacks and accusations · Move from emotion to productive problem solving |
| dealing with difficult customers training free: The Big Book of Conflict Resolution Games: Quick, Effective Activities to Improve Communication, Trust and Collaboration Mary Scannell, 2010-05-28 Make workplace conflict resolution a game that EVERYBODY wins! Recent studies show that typical managers devote more than a quarter of their time to resolving coworker disputes. The Big Book of Conflict-Resolution Games offers a wealth of activities and exercises for groups of any size that let you manage your business (instead of managing personalities). Part of the acclaimed, bestselling Big Books series, this guide offers step-by-step directions and customizable tools that empower you to heal rifts arising from ineffective communication, cultural/personality clashes, and other specific problem areas—before they affect your organization's bottom line. Let The Big Book of Conflict-Resolution Games help you to: Build trust Foster morale Improve processes Overcome diversity issues And more Dozens of physical and verbal activities help create a safe environment for teams to explore several common forms of conflict—and their resolution. Inexpensive, easy-to-implement, and proved effective at Fortune 500 corporations and mom-and-pop businesses alike, the exercises in The Big Book of Conflict-Resolution Games delivers everything you need to make your workplace more efficient, effective, and engaged. |
| dealing with difficult customers training free: Getting Service Right Jeff Toister, 2019-03-15 Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered.Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should. The results can be both surprising and illuminating, such as: Company cultures that unwittingly discourage excellent customer service.Employees torn between following policy or serving the customer.Cost reduction efforts that actually increase the cost of service.Poor products and services that make it impossible to satisfy customers.Bad habits that make it difficult to listen to customers' needs.Getting Service Right is filled with examples from well-known organizations, real stories from frontline employees, and the latest scientific research. These powerful, sometimes counterintuitive insights can be applied at the organizational, departmental, or individual level to help the entire team deliver outstanding customer service.Note: the first edition of this book was published under the title, Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About I |
| dealing with difficult customers training free: Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation Robert Bacal, 2005-01-20 Tools for pleasing even the most demanding customers A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as the quality of its customer service. This latest title in the popular Perfect Phrases series is just the thing for customer service employees and those who train and manage them. Perfect Phrases for Customer Service gets you quickly up and running with everything you need to keep customers happy and loyal, including: Clear explanations of the reasons for difficult customer behaviors Proven tools and techniques for successfully handling even the most cantankerous customers 101 dialogues and scripts organized according to types of difficult behaviors, usable as is or as part of a training program, and easily tailored to any industry and company culture For more information, visit www.customerservicezone.com |
| dealing with difficult customers training free: Dealing With Difficult People Rick Brinkman, Rick Kirschner, 2006-04-07 Explains how to: Identify 10 bothersome behaviors and deal successfully with each of them Understand why people become difficult Use sophisticated techniques to neutralize whining, negativity, attacks, tantrums and more Cultivate the nine take-charge skills that prevent people from becoming difficult |
| dealing with difficult customers training free: Dealing with Difficult Participants Bob Pike, Dave Arch, 1997-10-15 If you deal with difficult participants in your training sessions,you know the destructive effect they can have on their ownlearning, as well as on the group's learning process. This helpfulguide book provides you with the knowledge and skills needed todeal with almost any difficult participant. You'll learn first how to identify the types of difficultparticipants, and then how to decide which technique (127 in all)is best suited for dealing with that individual. Finally, you'lllearn the steps of each technique and how to achieve maximumresults. Learn to deal with difficult participant types such as: * The Latecomer * The Preoccupied * The Introvert * The Domineering . . . and more! Don't let difficult participants get the best of you. Maximize thelearning potential in all your training sessions with Dealing withDifficult Participants! |
| dealing with difficult customers training free: Courageous Cultures Karin Hurt, David Dye, 2020-07-28 From executives complaining that their teams don’t contribute ideas to employees giving up because their input isn’t valued--company culture is the culprit. Courageous Cultures provides a road map to build a high-performance, high-engagement culture around sharing ideas, solving problems, and rewarding contributions from all levels. Many leaders are convinced they have an open environment that encourages employees to speak up and are shocked when they learn that employees are holding back. Employees have ideas and want to be heard. Leadership wants to hear them. Too often, however, employees and leaders both feel that no one cares about making things better. The disconnect typically only widens over time, with both sides becoming more firmly entrenched in their viewpoints. Becoming a courageous culture means building teams of microinnovators, problem solvers, and customer advocates working together. In our world of rapid change, a courageous culture is your competitive advantage. It ensures that your company is “sticky” for both customers and employees. In Courageous Cultures, you’ll learn practical tools that help you: Learn the difference between microinnovators, problem solvers, and customer advocates and how they work together. See how the latest research conducted by the authors confirms why organizations struggle when it comes to creating strong cultures where employees are encouraged to contribute their best thinking. Learn proven models and tools that leaders can apply throughout all levels of the organization, to reengage and motivate employees. Understand best practices from companies around the world and learn how to apply these strategies and techniques in your own organization. This book provides you with the practical tools to uncover, leverage, and scale the best ideas from every level of your organization. |
| dealing with difficult customers training free: Who's Pushing Your Buttons? John Townsend, 2007-09-16 Button-pushers come in all shapes and sizes, but they have one thing in common: Their behavior drives us crazy and makes us dream of ways to escape the mess we're in. The person who pushes your buttons is likely someone who matters to you – a spouse, a parent, a boss, a fellow church member. Almost always this difficult person is connected to you by blood, love, faith, or money, so you can't just end the relationship without causing pain and upheaval in your life. Our friends and today's culture will often advise us to abandon such relationships quickly – to end this unpleasant chapter and get on with our lives. Psychologist and author Dr. John Townsend disagrees, Your button-pusher is not someone you would easily and casually leave. You are intertwined at many levels. It is worth the trouble to take a look at the ways the relationship you had, and want, can be revived and reborn. In this easy-to-read book he offers Expert insights to help you understand your own button-pusher Wise assistance in determining the nature of the problem Compassionate help in identifying your failed attempts to fix things A hope-filled vision for what can be and how to make it come true Rich resources to help you navigate the necessary changes |
| dealing with difficult customers training free: Outstanding Customer Service David E. Deviney, 1998 In today's marketplace, outstanding customer service may be the only thing that distinguishes your organization from your competitors. Outstanding Customer Service shows you how to provide the kind of service that generates customer loyalty (and repeat business) by developing key skills as well as systems that support and reinforce them. Dr. David Deviney is the owner of David Deviney and Associates, a consulting firm that serves a variety of industries. As a consultant, Dr. Deviney specializes in customer service, strategic planning, and behavioral change. Each book in the American Media How-To Series presents valuable information in a self-study format. Whether it's interviewing, customer service, or even termination skills, American Media's How-To Series of books will help you develop and retain a competitive advantage in today's workplace. Book jacket. |
| dealing with difficult customers training free: Crucial Conversations: Tools for Talking When Stakes are High, Third Edition Joseph Grenny, Kerry Patterson, Ron McMillan, Al Switzler, Emily Gregory, 2021-10-26 Keep your cool and get the results you want when faced with crucial conversations. This New York Times bestseller and business classic has been fully updated for a world where skilled communication is more important than ever. The book that revolutionized business communications has been updated for today’s workplace. Crucial Conversations provides powerful skills to ensure every conversation—especially difficult ones—leads to the results you want. Written in an engaging and witty style, the book teaches readers how to be persuasive rather than abrasive, how to get back to productive dialogue when others blow up or clam up, and it offers powerful skills for mastering high-stakes conversations, regardless of the topic or person. This new edition addresses issues that have arisen in recent years. You’ll learn how to: Respond when someone initiates a crucial conversation with you Identify and address the lag time between identifying a problem and discussing it Communicate more effectively across digital mediums When stakes are high, opinions vary, and emotions run strong, you have three choices: Avoid a crucial conversation and suffer the consequences; handle the conversation poorly and suffer the consequences; or apply the lessons and strategies of Crucial Conversations and improve relationships and results. Whether they take place at work or at home, with your coworkers or your spouse, crucial conversations have a profound impact on your career, your happiness, and your future. With the skills you learn in this book, you'll never have to worry about the outcome of a crucial conversation again. |
| dealing with difficult customers training free: Who's Your Gladys? Marilyn SUTTLE, Lori Jo VEST, 2009-09-09 Every customer-oriented business has its own Gladys—someone who demands more than most companies are able or willing to give, one who pushes front-line service representatives’ buttons, one who requires a higher degree of skill to manage. One who—let’s just say it—can be difficult. Yet how is it that some businesses prove able not only to satisfy their “Gladys”, but turn her into one of their most loyal, utterly pleased customers? Filled with inspiring real-life case studies, Who’s Your Gladys? reveals how large and small companies from a variety of industries avoid creating difficult customers in the first place. Readers will discover how they can: • Create a culture that values compassionate connection with their customers • Use creative problem solving and emotional management skills to turn challenging situations into opportunities to strengthen relationships • Form strong bonds by paying close attention to people’s needs • Customize service to different market segments • Cement unbreakable customer relationships with absolutely anyone. |
| dealing with difficult customers training free: Dealing with Difficult Customers: A Complete Guide to Handling Angry, Demanding, and Difficult Customers Using the N.E.W. Model for Exceptional Service Gerard Assey, 2024-07-04 ‘Dealing with Difficult Customers- A Complete Guide to Handling Angry, Demanding, and Difficult Customers Using the N.E.W. Model for Exceptional Service’ is so comprehensive that it equips professionals at all levels with the essential skills to navigate and excel in challenging customer interactions. Grounded in practicality and empathy, this book explores the psychology behind customer behaviors, offering insights into emotional and rational triggers that drive difficult interactions. It categorizes and provides detailed strategies for handling various types of difficult customers—from the High Roller to the Constant Critic and beyond—using proven techniques like the N.E.W. Model (Navigate, Empathize, Win). With a focus on fostering service excellence and building lasting customer relationships, each chapter offers actionable advice, real-world examples, and scenario-based exercises. From managing personal emotions and defusing conflicts to implementing effective follow-up strategies, this book empowers readers to transform customer challenges into opportunities for growth and loyalty. Whether you're in customer service, management, or entrepreneurship, this book is your indispensable companion to mastering the art of exceptional customer care. |
| dealing with difficult customers training free: The Service Culture Handbook Jeff Toister, 2017-03-23 Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent. -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works. -Brad Cleveland, founding partner and former CEO, International Customer Management Institute |
| dealing with difficult customers training free: DBT? Skills Training Manual, Second Edition Marsha Linehan, 2014-10-20 Preceded by: Skills training manual for treating borderline personality disorder / Marsha M. Linehan. c1993. |
| dealing with difficult customers training free: Beyond Free Coffee & Donuts Sophie Oberstein, 2023-05-26 A one-stop resource for developing creative ways to ensure the right people learn the right skills and produce the right results. Getting butts in seats is not a measure of success nor is it a guarantee that your messages will be heard. Beyond Free Coffee & Donuts will help you get the word out. Understand what motivates customers (both external and internal), develop a successful marketing campaign, and learn the essentials for garnering attention and promoting retention. |
| dealing with difficult customers training free: Customer Service For Dummies Karen Leland, Keith Bailey, 2011-03-03 Customer Service For Dummies, Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and learn from the successes and failures of businesses just like theirs. Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent. |
| dealing with difficult customers training free: Assumptive Selling Steve Stauning, 2018-07-16 Assumptive selling is about knowing everyone is a buyer... and knowing that the first time you believe someone is not, you'll be right. Take charge of your sales career by recognizing that everyone is a buyer and they want to buy today. What's more, is that if you do take charge, if you are direct, and if you provide the right guidance, they'll want to buy from you! |
| dealing with difficult customers training free: Getting Past No William Ury, 2007-04-17 We all want to get to yes, but what happens when the other person keeps saying no? How can you negotiate successfully with a stubborn boss, an irate customer, or a deceitful coworker? In Getting Past No, William Ury of Harvard Law School’s Program on Negotiation offers a proven breakthrough strategy for turning adversaries into negotiating partners. You’ll learn how to: • Stay in control under pressure • Defuse anger and hostility • Find out what the other side really wants • Counter dirty tricks • Use power to bring the other side back to the table • Reach agreements that satisfies both sides' needs Getting Past No is the state-of-the-art book on negotiation for the twenty-first century. It will help you deal with tough times, tough people, and tough negotiations. You don’t have to get mad or get even. Instead, you can get what you want! |
| dealing with difficult customers training free: Anger Management for Substance Abuse and Mental Health Clients Patrick M. Reilly, 2002 |
| dealing with difficult customers training free: Say This-Not That! Dan O'Connor, 2011-05-24 This is THE ORIGINAL Say This--Not That Book! Description: Have you ever had one of those I wish I hadn't just said that! moments? In Say This, Not That, expert communication trainer Dan O'Connor gives you the words and phrases you can use to effortlessly hit your communication target every time. With Say This, Not That, you can skip right to the punch and learn the danger phrases to avoid-the ones that are sabotaging your message, and the power phrases to use-the ones that will enable you to deliver your message with clarity and effectiveness-the ones that will move you to a new communication level and put you in the category of savvy communicator. No more skimming through pages to find what you're looking for--every page has useful tools you'll be able to apply immediately, and examples of each phrase in use. Furthermore, this program comes complete with quick-reference reminder cards you can have at-the-ready, so you can really make these techniques your own-not just for one enthusiastic moment, but forever! What will you find in Say This Not That? 1- The words! Most chapters deal with one specific danger phrase to be eliminated from your verbal repertoire and one specific power phrase to replace it. However, since not all phrases we'll be covering have exact opposites, you'll also find chapters that deal solely with danger phrases to be purged from usage, and other chapters that deal solely with power phrases that should be added to your every day communication arsenal, to infuse your speech with punch and power. 2- The theory--A great deal of research has gone into determining the effect of words on the listener. You'll learn the reasons-the why of every lesson. 3- Examples--You'll find examples of situations in which the phrases should or should not be used, as well as variations of the words under discussion. 4- Quick reference cards--The number of the quick-reference card that accompanies each lesson. In the back of this book you'll find the quick-reference card. If you're using an e-reader, you can simply turn to that page and keep it open to your phrase for the day, and if you'd like to print out these cards, simply go to our website www.powerdiversity.com and click on the customer resources section. It's as easy as that to achieve new levels of communication success! Thank you, Dan, for giving me the words! I didn't know it could be so easy to improve my communication skills. I carry your book with me wherever I go, and use the power phrases both at work and at home. Because of your training, I have a better relationship with my boss, my husband, and even my teenagers! I just can't thank you enough. -Marsha Thompson, Washington DC, USA |
| dealing with difficult customers training free: Achieving Excellence Through Customer Service John Tschohl, 1996 Promotes the theory that superior customer service leads to a superior business organisation |
| dealing with difficult customers training free: The Complete Idiot's Guide to Great Customer Service Donald W. Blohowiak, 1997 Describes how to create a service-oriented organization, including training customer service representatives, soothing angry customers, and understanding employee and customer motivation |
| dealing with difficult customers training free: The Customer Service Survival Kit Richard Gallagher, 2013-03-20 Issues with customers can send even the most seasoned service professionals into red alert. Discover how to effectively communicate your way out of any difficult spot. By providing clear techniques, behavioral science insights, case studies, situation-specific advice, and actionable practice exercises, workplace communication expert Richard Gallagher has created a resource that can help anyone master the delicate art of communication. In The?Customer Service Survival Kit, you’ll find tangible tips and tricks to help you discover: how to lean into criticism, how to avoid trigger phrases that can make bad situations worse, the secret to helping people feel heard, how to safely deliver bad news, and how to become immune to intimidation--among many other skills. The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. With the help of these valuable insights, lessons, and indispensable problem-solving tools, your organization holds the key to radically improving its customer service reputation. |
| dealing with difficult customers training free: Self-Compassion Dr. Kristin Neff, 2011-04-19 Kristin Neff, Ph.D., says that it’s time to “stop beating yourself up and leave insecurity behind.” Self-Compassion: Stop Beating Yourself Up and Leave Insecurity Behind offers expert advice on how to limit self-criticism and offset its negative effects, enabling you to achieve your highest potential and a more contented, fulfilled life. More and more, psychologists are turning away from an emphasis on self-esteem and moving toward self-compassion in the treatment of their patients—and Dr. Neff’s extraordinary book offers exercises and action plans for dealing with every emotionally debilitating struggle, be it parenting, weight loss, or any of the numerous trials of everyday living. |
| dealing with difficult customers training free: The Experiential Learning Toolkit Colin Beard, 2010-07-03 The Experiential Learning Toolkit presents a diverse range of practical exercises based on the theory of experiential learning, which is concerned with learning through direct experience to create more effective, engaging and embedded learning. Author Colin Beard has compiled more than thirty internationally tried and tested learning 'experiences', which cover corporate training, individual and organizational development and education. Each experiential activity includes the essential practical information required to deliver the exercise. As well as design tips and further reading there are clear titles for each activity that highlight the underpinning core theoretical concepts. The Experiential Learning Toolkit includes a wide range of training needs and topics including: effective customer service training and telephone skills; outdoor learning, including service learning; negotiating and assertiveness skills; strategic and higher level thinking; effective presentation skills; developing innovative and creative minds. Trainers will find this an invaluable resource, with fresh approaches that will engage and inspire learners. The Experiential Learning Toolkit is a companion text to the internationally best-selling Experiential Learning by Colin Beard and John Wilson (also published by Kogan Page). |
| dealing with difficult customers training free: Leading Loyalty Sandy Rogers, Leena Rinne, Shawn Moon, 2019-04-16 In business, it’s not enough for people to like you, they need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline teams is the key to building raving fans. To thrive in today’s economy, it’s not enough for customers to merely like you. They have to love you. Win their hearts and they will not only purchase more—they’ll talk you up to everyone they know. But what turns casual customers into passionate promoters and lifelong buyers? Loyalty experts at FranklinCovey set out to unlock the mysteries of gaining the customer’s loyalty. In an extensive study that involved 1,100 stores and thousands of people, they isolated examples that stood out in terms of revenues and profitability. They found that these “campfire stores” burned brighter than the rest thanks to fiercely loyal customers and the employees who delight in making their customers’ lives easier. Full of eye-opening examples and practical tools, Leading Loyalty helps you infuse empathy, responsibility, and generosity into every interaction and: Make warm, authentic connections Ask the right questions and listen to learn Discover the real job to be done Take ownership of the customer’s issue Follow up and strengthen the relationship Share insights openly and kindly Surprise people with unexpected extras Model, teach, and reinforce these essential behaviors through weekly team huddles It’s time to invest in building loyalty. Leading Loyalty reveals the principles and practices of everyday service heroes—the customer-facing employees who cultivate bonds and lift revenues through the roof. |
| dealing with difficult customers training free: Customer Service Games for Training Agatha C Hughes, Thomas P Hughes, 2019-11-07 This title was first published in 2011.After World War II, a systems approach to solving complex problems and managing complex systems came into vogue among engineers, scientists, and managers, fostered in part by the diffusion of digital computing power.Enthusiasm for the approach peaked during the Johnson administration, when it was applied to everything from military command and control systems to poverty in American cities. Although its failure in the social sphere, coupled with increasing skepticism about the role of technology and experts in American society, led to a retrenchment, systems methods are still part of modern managerial practice. |
DEALING Definition & Meaning - Merriam-Webster
The meaning of DEALING is method of business : manner of conduct. How to use dealing in a sentence.
DEALING | English meaning - Cambridge Dictionary
DEALING definition: 1. the activity of selling illegal drugs: 2. the activity of buying and selling shares, or a sale…. Learn more.
165 Synonyms & Antonyms for DEALING - Thesaurus.com
Find 165 different ways to say DEALING, along with antonyms, related words, and example sentences at Thesaurus.com.
Dealing - definition of dealing by The Free Dictionary
Define dealing. dealing synonyms, dealing pronunciation, dealing translation, English dictionary definition of dealing. n. 1. dealings Transactions or relations with others, usually in business. 2. …
DEALING Definition & Meaning | Dictionary.com
See examples of DEALING used in a sentence.
dealing noun - Definition, pictures, pronunciation and usage ...
Definition of dealing noun in Oxford Advanced American Dictionary. Meaning, pronunciation, picture, example sentences, grammar, usage notes, synonyms and more.
What does dealing mean? - Definitions.net
Dealing generally refers to the act of conducting or managing a certain type of business, trade, or transaction. It can also mean the manner in which one behaves or interacts in various …
Dealing - Definition, Meaning & Synonyms - Vocabulary.com
Whether you’re a teacher or a learner, Vocabulary.com can put you or your class on the path to systematic vocabulary improvement.
DEALING - Definition & Translations | Collins English Dictionary
Discover everything about the word "DEALING" in English: meanings, translations, synonyms, pronunciations, examples, and grammar insights - all in one comprehensive guide.
dealing - WordReference.com Dictionary of English
method or manner of conduct in relation to others:[uncountable] a reputation for honest dealing. deal•ing (dē′ ling), n. business: frequent dealings; commercial dealings. treatment: honest …
DEALING Definition & Meaning - Merriam-Webster
The meaning of DEALING is method of business : manner of conduct. How to use dealing in a sentence.
DEALING | English meaning - Cambridge Dictionary
DEALING definition: 1. the activity of selling illegal drugs: 2. the activity of buying and selling shares, or a …
165 Synonyms & Antonyms for DEALING - Thesaurus.com
Find 165 different ways to say DEALING, along with antonyms, related words, and example sentences at …
Dealing - definition of dealing by The Free Dictionary
Define dealing. dealing synonyms, dealing pronunciation, dealing translation, English dictionary …
DEALING Definition & Meaning | Dictionary.com
See examples of DEALING used in a sentence.
