by Gregory J. Marchand (Author)
Upset customers occur in every business whether it be retail, service, or manufacturing. Very few employees responsible for customer care ever look forward to dealing with upset customers, however with 3 Simple Steps and a tiny bit of practice, anyone can learn to calm the upset customer and provide a resolution that creates a customer for life. The understanding of why customers become upset and the practical methods for getting to resolution presented in this book have been learned, practiced, and honed over 25 years of customer service work in an industry known for upset customers. Whether you are a call center employee, production manager, retail specialist, service manager, or customer service professional you will be amazed at how easy it can be to calm a customer, resolve their concern and provide an exceptional level of Customer Care.