{"product_id":"if-it-wasnt-for-the-robert-bacal-9781452803807","title":"If It Wasn't for the Customers I'd Really Like This Job: Stop Angry, Hostile Customers Cold While Remaining Professional, Stress Free, Efficient and C","description":"Are you bedeviled by your difficult customer? Are angry or emotional customers taking out their fears and frustrations on you? \u003cb\u003eDo you find yourself \"taking home difficult customers\" and letting them rent space in your head?\u003c\/b\u003e Finally, do you want to take control of even the toughest customer situations, and handle them\u003cb\u003e professionally\u003c\/b\u003e, quickly, and effectively while\u003cb\u003e reducing your stress levels?\u003c\/b\u003e\u003cp\u003eWritten for anyone dealing directly with customers in any industry from hospitality to business to business this book provides you with both the principles and words to defuse almost all difficult and scary customer situations. Here are just a few of the things you will learn to do: \u003c\/p\u003e\u003cul\u003e \u003cli\u003eWhy it's in YOUR interest to learn how to defuse volatile customer situations\u003c\/li\u003e \u003cli\u003eWhy customers act in manipulative, aggressive and even childish ways\u003c\/li\u003e \u003cli\u003eHow the verbal abuse game works, and how to stop the game cold\u003c\/li\u003e \u003cli\u003eHow to apply the CARP system for defusing customers\u003c\/li\u003e \u003cli\u003eHow to maintain SELF-CONTROL so you don't lose your cool, and get \"baited\"\u003c\/li\u003e \u003cli\u003eHow to start off customer interaction well and PREVENT escalation\u003c\/li\u003e \u003cli\u003eHow to choose your words so you come across as helpful and cooperative\u003c\/li\u003e \u003cli\u003eHow to say no without being antagonistic\u003c\/li\u003e \u003cli\u003eHow to get customers to STOP ranting, yelling and being aggressive, and getting them to LISTEN\u003c\/li\u003e \u003cli\u003eHow to apply verbal self-defense techniques to TAKE control\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003e...and tons more. This 8.5 x 11 inch book goes beyond what you've ever been taught about difficult customer situations, and allows you to stop feeling like you are powerless in the face of angry customers. It helps you decide what to do, and what to say, and goes way beyond the \";be nice\"\" advice so often mentioned in other books and training. You WILL learn from the 176 pages of 120 defusing tactics you'll learn.\u003c\/p\u003e\u003cp\u003eThere are even chapters for supervisors and managers (and how they can help), dealing with groups of customers and \"the audience effect\" and dealing with customers in social media.\u003c\/p\u003e\u003cp\u003eIt's time to \u003cb\u003estop feeling like a victim\u003c\/b\u003e, and empower yourself to be the \"go to\" person with \"tough customers.\" Not only will you increase enjoyment of your job, and reduce your stress levels, but you'll enhance your career prospects. Managers and supervisors DO notice when you can defuse the customers who are \"nightmares.\" That means career advancement.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Robert Bacal\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 1452803803\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9781452803807\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Createspace Independent Publishing Platform\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 02\/28\/2011\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 190\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.90lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 10.00h x 8.00w x 0.50d\u003c\/p\u003e","brand":"Robert Bacal","offers":[{"title":"Paperback","offer_id":43935931760895,"sku":"9781452803807","price":21.95,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/products\/img_27f64b5e-ef4d-4c87-ab2c-e6ab485b7921.jpg?v=1681422646","url":"https:\/\/www.whiterainbookhouse.com\/products\/if-it-wasnt-for-the-robert-bacal-9781452803807","provider":"WR Book House","version":"1.0","type":"link"}