Цитаты из книги Winning With the Customer from Hell: A Survival Guide (Winning With the . . . from Hell)

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.