Description
They yell and shout and try to intimidate. They're belligerent, abusive, condescending. They whine and demand inordinate amounts of time. They push your buttons and raise your blood pressure.
Who are they? They're the Customers from Hell. They represent just a small portion of the people who you do business with, but this tiny group profoundly affects how you feel about yourself and how you relate to all your other customers.
In Winning with the Customer from Hell, Shaun Belding introduces real- istic, practical, and compelling strategies for working with those Very Special People who drive you nuts. It all begins with a simple, proven formula named LESTER:
Listen to your customer
Echo the issue
Sympathize with the customer's emotional state
Thank the customer
Evaluate your opinion
Respond with a win-win solution
ISBN: 9781550226300
