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Defusing Hostile Customers Techniques (Download)

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Product Description

defusecheckmark200x.jpgKeep this mini-guide of techniques you can use to defuse even the toughest and aggressive customers. We've taken the most important defusing customer techniques from our books and summarized them so you can have immediate access to them prior to your customer encounters. Download it, and print it out.

The Point: Are you tired of not knowing what to say when dealing with demanding, abusive, and hostile customers? Fed up thinking "if only I'd said that", after your difficult customer encounters?

Now you can have the main techniques for dealing with unpleasant customers at your fingertips. Use these techniques and you'll shorten these nasty interactions, calm down customers in a professional way, save time, and save stress that often comes with having to deal with those tough customers.

No longer do you have to suffer the confusion and stress of not knowing what to say.

Here's what's included:

  • The Big SIX defusing hostility principles.
  • Four simple methods for keeping cool and calm during difficult customer interactions  - Self control methods.
  • Five methods for encouraging calmness & cooperation during customer interactions.
  • The four most imprtant methods to gain control of interactions and get customers to start LISTENING - verbal self-defense.
  • Twelve more techniques YOU must USE to get customers to stop being abusive so you can HELP them.

Usage: Employees

  • Keep this mini-guide at your work station, or where you interact with customers.  
  • Consult it before dealing with customers you know are difficult, review it at the beginning of each working day, or consult it after a difficult customer discussion to see what techniques you might have used.
  • Use it as a way of reminding yourself of what you learned from our defusing books or seminars.

Usage: Managers, HR, Supervisors

  • Distribute copies to all employees who interact with potentially difficult customers, to reinforce what you want staff to do with demanding ones. Our bulk pricing discounts make it economical to buy multiple copies at amazing prices.
  • Use this mini-guide at staff meetings to highlight specific techniques. Then you have free mini-session training going on.
  • Use this to as a basis to train or coach staff in how you want them to interact with customers.

This mini-guide summary allows for all kinds of creative uses beyond those we've suggested above. Remember that we offer significant bulk discounts, depending on quantity ordered at one time, and that can drive your costs down. We highly recommend getting this to EVERY employee. Clients who requested and used this resources as part of their training efforts (as a job aid or takeaway), find that employees find having this information at their fingertips just love it.



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