Now you can learn to deal with hostile customers more professionally, and reduce the amount of stress and time associated with difficult customer service situations. The Defusing Hostile Customers Workbook will teach you how to deal with tough situations.
We'll tell you what techniques you can use to get ranting customers to stop ranting, and start listening. We'll teach you to use very specific techniques to both calm people down, and shorten difficult interactions. We'll even help you have more confidence in tough situations, and provide workplace violence related safety tips.
The Book
This workbooks weighs in at over 200 pages, and doesn't just tell you what to do, but provides exercises you can do to practice customer defusing skills. The answers to the exercises (and detailed explanations) are provided at the back of the book. It's like a seminar in a book, but you don't have to do role-playing to practice.
The workbook was originally designed for those working in government, public sector and publically funded organizations, including educational institutions (e.g. schools, school boards). Don't be fooled though. The skills and techniques inside apply to virtually any type of job that involves interacting with customers or clients.
Here's just a few of the things included:
. Nature of Hostile Behaviour
. How Hostile Situations Escalate
. Principles of Defusing
. Art of Self-Control
. Starting Off Successfully
. Using Co-operative Language
. Verbal Self-Defense Techniques
. Acknowledgement Tactics
. Countering Non-Verbal Intimidation
. Referral Techniques
. Telephone Hostility
. Limit Setting
