Customer service and sales representatives can find some helpful hints in "The Customer Service Professional's Guide to Handling Difficult Customers," released by New York-based Customer Service Group. The guide takes readers through a seven-step recipe to customer happiness. Promising to transform the screaming, angst-ridden beast on the other end of the line into a de-clawed house cat, it includes an explanation behind the expletives tossed their way, so they understand the anger and (hopefully) how to calm down the dissatisfied customer.
Better yet, the guide offers techniques reps can use to stay cool themselves, including detailed complaint handling methods with key words and phrases to try, and a section on how to recover from a difficult call so they'll be ready to field the next one—fangs and all.
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