Цитаты из книг — Shaun Belding

If it was someone else who make a mistake, then accept responsibility on behalf of the company, but don't point your finger at the other serviceperson. In other words, don't say: "Yes, you are right. Sheila really messed up this time". Now is the time for the royal "we". "Yes, you are right. We sure messed up this time".…

Instead of saying "Please don't swear," try saying "Sir, I really want to resolve this as best I can, but when you speak to me like that, I just can't think straight".

... If you are being sexually harassed by a customer, remove yourself from the situation instantly. Don't apologize, don't explain, don't excuse yourself... There is no phone call or inventory in the world worth more than your emotional and physical well-being.

Young children generally act within the parameters set by their parents. ............... The problem just might be your own low tolerance level for children. In all fairness, some people are distressed by everything children do. If you have a low tolerance level for children and the way they behave generally, don't assume…

In difficult situations, customers are looking for signs that you care. Most rational people will understand when something is beyong your control or authority. Most people understand that you have to operate within guidelines established by your company, just as they do with the companies they work for. The secret is not…

If you aren't the ultimate decision maker, try saying something like this: "Sir, this is something my manager usually looks after, but it's very important to me that you are satisfied. If it is okay with you, I would like to get your name, telephone number, and address so that I can personally see to it that this gets…

The first rule of responding is to respond instantly. Statistics show that more than 75% of complaining customers will remain customers if you solve the problem. But more than 90% will remain customers if you solve the problem instantly.

Interestingly, there is one other type of service person who rarely, if ever, reaches this stage. This is the Order Taker, who takes down all the information, promises to pass the complaint along, but never actually does anything about it. Then there are the Dismissers, those who evaluate the situation and determine what…

For one thing, most purchase decisions should be influenced by a salesperson. And even when a customer knowingly makes a poor decision, it does no good to scold him for it.

The most frequent mistake we make in managing difficult situations is that we tend to respond too quickly.

Mr. Smith, you are a very valuable customer to us, and it is very important to us that you are satisfied. Would a refund be acceptable to you?

I'll say one last thing about improving your skills. Simply reading about listening in this book won't help you. Please don't believe for a second that understanding the concept alone will make you a better listener. You must practice these skills diligently at home and in non-conflict situations. Practice them at work.…

What makes prompting so difficult when dealing with unpleasant customer is that they are so, well, unpleasant. We don't really want to listen to any more abuse. It goes against our nature to do anything to encourage unpleasantness.

For example, instead of saying: "Let's go over there to talk about this," try saying: "This is important to me, sir. Why don't we find a quieter spot so I can give you my undivided attention?"

Well, I believe that, if there is one thing that all Customers from Hell have in common, it's that they think you do not care.

The more information we have before we act, the greater our chances for success and the less likely we'll be be taken by surprise.

When dealing with difficult situations, you must always be aware of the comfort level of the other customers around you.

LESTER is an acronym for the six steps to resolving the vast majority of difficult situations you will encounter in a retail or any other environment. The steps include L istening to your customer E choing the issue S ymphatizing with your customer's emotional state T hanking your customer for her input E valuating your…

I strongly believe, and have told anybody who will listen, that customer service jobs today are among the most difficult occupations out there. The skill sets required to survive and excel are numerous and diverse. The number of customers with whom we come into contact can be staggering. The training we receive is often…