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Customer Service

Are your angry, difficult and even aggressive customers driving you around the bend? Do you leave work thinking, "If only I'd said this" in response to insults and verbal abuse from customers? Are you tired of feeling intimidated and out of control when dealing with stubborn and hard to work with clients?

If so, it's time to build your skills so you:

  • reduce the time you spend dealing with rude customers
  • reduce the stresses you experience as a result of working with challenging customers
  • feel more in control and on top of difficult customer situations
  • can turn angry customers around so they become "raving fans"
  • increase customer retention
  • reduce escalated complaints going to managers and supervisors

The benefits from learning defusing customer skills are so huge for company, management and customer service representative that it's crazy not to invest in our books to help you develop the skills.

We have several learning options for you as outlined in this catalog section.

More About Our Books On Customer Service and Dealing With Difficult Customers (Free Video)

  • One Amazon reviewer called this "the Bible of customer service". While focusing on government situations, the skills are applicable to any sector -- retail, restaurant, hotel, NGO and more.
    $38.95 $21.95 Defusing Hostile Customers Workbook (3rd Edition) (E-Book Download)
    There's always going to be rude, insulting, aggressive and angry customers. You've met them. They chew up your time, threaten, bully, cajol, even cry in order to get what they want from you and your company. And it costs big...
  • Defusing Hostility LearnBytes Helpcard (Download)
    $7.95 Defusing Hostility LearnBytes Helpcard (Download)
    Suggested by one of our Defusing Hostile Customers clients, this LearnBytes Helpcard summarizes a number of defusing skills we have taught people for over two decades. If you buy from this page, you'll be buying the...
  • If It Wasn't For The Customers I'd Really Like This Job (E-book Download)
    $19.95 $14.95 If It Wasn't For The Customers I'd Really Like This Job (E-book Download)
    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 Cool As A Cucumber! If difficult, angry, hostile, manipulative and...
  • Using Your Head To Manage Conflict LearnBytes Helpcard (Download)
    $7.95 Using Your Head To Manage Conflict LearnBytes Helpcard (Download)
    Using Your Head To Manage Conflict Helpcard Stop letting conflict control you. Make conscious, correct decisions about how to deal with conflict. We all have conflict at home and at work. What counts is how we choose to...
  • What You Need To Know About Conversational Cons
    $7.95 What You Need To Know About Conversational Cons
    There are lots of ways to look at conversations and discussions. One way is to categorize conversations as being either "good faith" conversations, or "bad faith" conversations. What we want to do is be party to the former,...