CALMING UPSET CUSTOMERS is an easy-to-read, interactive book that teaches you how to turn a disatisfied customer into a satisfied one. With techniques for listening, nonverbal communication, feedbacks, as well as management tips, this book will explain what you can do for an unhappy customers, how not to take customer anger personally, and what you can do every day on the job to make a difference for yourself and your co-workers.
Part 1: The Importance of Calming Upset Customers
Part 2: Why Customers Get Upset
Part 3: Preventing Behaviors That Irritate Others
Part 4: Practicing Behaviors That Calm Customers
Part 5: Tips for Managers