Defusing Hostile Customers Workbook

This workbook was written expressly for those public sector employees on the front line daily dealing with customers who unfortunately all too often arrive angry and frustrated. But rest assured that regardless of what sector you work in, this book will help you deal with difficult, aggressive and angrycustomers.

The book begins with a discussion about the differences between working in the public and private sectors and how best to use this workbook to advantage in order to improve one's defusing hostility skills. One chapter is devoted solely to describing the nature of hostile and abusive behavior; where it comes from and what those angry customers really want.

The Defusing Hostile Customers Workbook outlines in depth a good, proven defusing process. Processes that are included are: gaining and maintaining one's self-control, starting the interaction with the hostile customer off on a successful note, and using cooperative language to advantage. Several other techniques such as verbal self-defense, problem solving, and assertive limit setting are dissected with the intent to teach employees several methods for defusing hostile customers. After working with this publication, the reader will be ably equipped with several alternatives to defusing hostile situations.

Here's a sampling of the content of this book:

• 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

There's much more, in fact over 200 pages of concrete practical suggestions AND exercises you can use to learn and practice the skills so you are ready when you encounter difficult customer service situations.

This book is available in printed format via regular mail, or if you are in a hurry or want to save some money you can download the digital version right away.

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