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.
In today’s dynamic retail landscape, managing customer expectations through data analytics to influence in-store experiences is crucial for fostering customer loyalty. This comprehensive book covers new-age topics such as green retailing, multi-channel retailing, religion-based retailing, and data analytics in retail. Additionally, it explores the retailing needs of different generational cohorts. Whether you’re a retail professional or a student, this book provides valuable insights into the evolving world of retail marketing management.
Effective and practical strategies for dealing with difficult, unmanageable customers on the telephone are offered in this essential guide for call center managers and other service-oriented positions. Advice on utilizing tone of voice to defuse conflict is provided, as well as 18 basic rules to follow in order to maximize caller satisfaction. A four-pronged approach known as LIFT—listening to customers, involving oneself in the situation, focusing on the issue, and thanking the customer—is explained. Making use of these time-tested techniques can turn even the most nightmarish patrons into devoted customers.
Explaining how to run a business in a real market, this work describes a business as it proceeds from initial set-up through its first year of trading, providing a quick course on business finance as it relates to business growth.
Annotation This job survival guide offers real-life strategies for dealing with the officious boss. Employees are introduced to the FIRST approach, which advocates flying below the radar, ignoring, retraining, standing one's ground, and talking turkey. Practical tactics are provided for dealing with a wide range of unique and nasty bosses, including "Coveting Your Butt 101, "Making Molehills out of Mountains," and "The Straw Man Strategy." These tips will help any employee deal with a difficult boss, whether ignorant, foul, selfish, loud, obnoxious, abrasive, incompetent, impatient, rude, incoherent, embarrassing, smelly, mean-spirited, sexist, or disrespectful, or any combination thereof.
Includes, beginning Sept. 15, 1954 (and on the 15th of each month, Sept.-May) a special section: School library journal, ISSN 0000-0035, (called Junior libraries, 1954-May 1961). Also issued separately.
Who doesn't get hardcore, tough customers? They are a part of life and their numbers are increasing. Depending on your job you may call them 'customers' , 'patients', 'parents', 'students', 'clients', 'debtors', 'guests', or whatever. This short book gives you models and countless tips on handling (and surviving) them. The book's goal is to help you calm hardcore customers, keep their business, while reducing your stress. The author is a customer service expert and service trainer who shares his on-the-job models and experiences that his participants find most useful. He's an American who has lived and worked in 40 other countries. Since 1995 he's been living in Malaysia. His unique perspective-- both East and West-- will give you new ideas to handle tough customers. The book covers multiple types of hardcore customers like: The 'Never-Satisfieds', The 'Don't Cares', 'Abusives', 'Bullies', 'Know-It-Alls', 'Chatterboxes', 'Sarcastics', VIPs, and others. The book provides many practical, easy service recovery models to keep you focused when 'verbal bullets' are flying around. We look at hardcore customers as generally being 'good' because without them, we wouldn't have a job. Conflict (the non-violent type) is generally 'good' because if we can survive conflict, we usually become closer to that person. Many of our best friends, family members, even customers are close to us because we have overcome conflict and problems--- together. That said, the author shares those rare occasions where he and his colleagues have received death threats and what to do. The book is written for people who handle tough people as part of their job. It can be over-the-phone, in-person, via email, and via chat. The author knows the stress you go through and the requirements you need to do your job well. This book is geared for you to mark up and keep.
