Chapter 19
Getting Great Service
In This Chapter
• Bad customers get bad service
• Complaining effectively
• Quotas and customer service
• Why complaints matter
• Short circuiting the complaint process
 
And now we come to the other side of the desk: being the customer others want to help. What is your responsibility in the consumer/customer service representative equation? Why do some people get great service while others always seem to find the nastiest service people in the world? This chapter will answer some of those questions and help you find the right words to use.

Don’t Be a Difficult Customer

Customer sales, service, and support staff are employed to sell you products and resolve legitimate issues, and when you abuse these people, you ...

Get The Complete Idiot's Guide to Difficult Conversations now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.