Winning with the Customer from Hell

Winning with the Customer from Hell
Author :
Publisher : ECW Press
Total Pages : 231
Release :
ISBN-10 : 9781550226300
ISBN-13 : 1550226304
Rating : 4/5 (00 Downloads)

Book Synopsis Winning with the Customer from Hell by : Shaun Belding

Download or read book Winning with the Customer from Hell written by Shaun Belding and published by ECW Press. This book was released on 2004 with total page 231 pages. Available in PDF, EPUB and Kindle. Book excerpt: Annotation Realistic, practical, and compelling anecdotal solutions are offered here for countering belligerent, abusive, and condescending customers. This book captures the essence of the skills required for helping retailers deal with problem customers and improve employee efficiency. A six-pronged approach known as LESTER is detailed, which involves listening to customers, echoing the issue, sympathizing with the customer's emotional state, thanking the customer, evaluating one's opinion, and responding with a win-win solution.


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From Act I: "I think you left these behind," I said, handing them to her. This happens all the time when women try to return bags they've used. Tampons, lipstic