Calming Upset Customers, Revised Edition (Fifty-Minute Series Book) [Paperback]

Rebecca L. Morgan (Author)

Book Description

Series: Fifty-Minute Series Book | Publication Date: October 1, 1996

Turn upset customers into satisfied customers quickly and professionally.

Editorial Reviews

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.

Product Details

• Paperback: 79 pages
• Publisher: Crisp Publications; Revised edition (October 1, 1996)
• Language: English
• ISBN-10: 1560523840
• ISBN-13: 978-1560523840
• Product Dimensions: 9.8 x 8 x 0.5 inches
• Shipping Weight: 14.4 ounces
• Average Customer Review: 4.7 out of 5 stars  See all reviews (3 customer reviews)
• Amazon Best Sellers Rank: #1,644,570 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

11 of 11 people found the following review helpful:

5.0 out of 5 stars Calming Upset Customers benefits everyone in the workplace., August 28, 1996

By A Customer

This review is from: Calming Upset Customers, Revised Edition (Fifty-Minute Series Book) (Paperback)

Morgan's book is practical and packed with workable strategies. With the US workplace seeing a rise in violence, this is a skill to develop and use as if your life depended on it. "Calming Upset Customers" is set up in seven easy-to-complete sections with questionnaires for analysis of coping strategies, hints on danger signal to watch for, and constructive suggestions on how to avoid "them fightin' words." The lessons focus on developing practical skills in dealing with customers, and working through this inter-active book will strengthen your ability to handle hassle. From knowing when to forget a customer, to what to do when a valued employee is in the wrong, this book will be valuable to managers creating an environment for customer satisfaction. This book is in the top ten best sellers for Crisp Publishers, and it has been translated into German, French, Italian, Spanish and Korean. Apparently the upset customer problem is not limited to the US workplace!

5.0 out of 5 stars Good little resource., April 23, 2008

By 

HeatherAnn "Ally Lover" (Boise, ID) - See all my reviews
(REAL NAME)   

This review is from: Calming Upset Customers (Fifty-Minute) (Paperback)

I purchased this book to help me teach a customer service class. I teach workforce readiness classes in a woman's prison.

The book was a great addition to the class. I made a questionnaire packet for each topic in the book and alloted time for the women to read, discuss and review every day.

4.0 out of 5 stars Should be given out to new employees, April 17, 2003

By 

Harold McFarland (Florida) - See all my reviews
(HALL OF FAME REVIEWER)    (VINE VOICE)    (REAL NAME)   

This review is from: Calming Upset Customers (Fifty-Minute) (Paperback)

"Calming Upset Customers" is basically a workbook for dealing with difficult customers. It is not a deep text that delves into the psyche of customers and would be used in a college level business course. What it is is a basic workbook that explains the basics of why customer satisfaction is so important and the various things that can be done to convert an upset customer into a happy customer. This is front line stuff at the employee level. It is about solving basic problems at the employee level before they become major problems.

While manager level professionals should receive more advanced training in working with upset or difficult customers, this book is an excellent resource for anyone who has to deal directly with customers. The workbook format with various exercises throughout make this book an excellent training tool. It is a recommended read, but probably its best use would be to purchase a stack of them and hand it out to all new employees when they are hired. This is the minimum that every person involved in customer contact should know.