May 2001
Intermediate to advanced
174 pages
5h 4m
English
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8Handling Difficult Customer Situations
Learning Objectives
By the end of this chapter, you should be able to:
• List a variety of difficult customer situations.
• Handle difficult customers more effectively.
• Describe techniques for dealing with customers who are disabled, have language differences, are talkative, indecisive, complaining, or angry.
When anger rises, think of the consequences.
OPPORTUNITIES FOR SERVICE EXCELLENCE
The customer service profession offers you an opportunity to deal with a cross-culture of today’s society. In dealing with customers, you will encounter the good, the bad, and the ugly. Based on your service ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.