Defusing Hostile Customers Workbook (Third Edition2010): A Self-Instructional Workbook For Public Sector Employees

Amazon reviewer Autumn Bells says:

Robert Bacal has filled a niche that has been empty for too long - customer service literature that focuses on the public sector. Most customer service material is geared toward the private sector - retail, manufacturing, etc. Advice on such topics as winning customer loyalty, pricing, word-of-mouth advertising, etc. doesn't always apply to the world of the government agency, the university, or the Motor Vehicles Department. In many public sector jobs, telling people "no" and telling them what they "must" do is a regular part of the job - and this leads to a natural increase in hostility from patrons. I have researched countless customer service books, programs and resources to use here at our public institution. Not only is Robert Bacal's material one of the only sources geared specifically to the public sector, it is also one of the best sources on handling upset, angry, or hostile customers that I've ever seen - for any type of workplace! Beginning with a four-part model (or process) for defusing hostile customers, he then goes into countless specific tips and techniques that are as practical as they are effective. He goes so far beyond the trite techniques found in other customer service materials to cover topics such as: · how to tell someone "no" in a way that doesn't elicit hostility · handling non-verbal intimidation · verbal self-defense · a step-by-step process for "solving" customer problems · dealing with threats · and much more! Examples of dialogue and written exercises in each section help readers apply the material. We have tried these techniques here at work and the results have been outstanding. I highly recommend this book for anyone who encounters customers, clients, patients, students, or members of the public - whether you work in the public or the private sector. This is the best source on handling customers you can find!