Defusing Hostile Customers Workbook (Third Edition2010)

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Defusing Hostile Customers Workbook (Third Edition2010)

A Self-Instructional Workbook For Public Sector Employees

Authored by Robert Bacal

Learn to:
save time dealing with unreasonable customers
reduce intensity of customer anger
increase safety of employees and customers
reduce stress related to angry customers
convey image of constructive caring to government customers even when they are abusive
set limits for angry customers and enforce them for mutual benefit

Government and public sector departments and employees often deal with angry, irate, upset, manipulative, and aggressive citizens and customers, due to their regulatory responsibilities.

Often employees are under-trained to deal with angry customers, leaving them at risk, while government agencies look uncaring and cold.

Angry, unsatisfied clientele eat up hours of staff time.

Government departments CAN provide excellent customer service. A critical step is learning how to defuse angry people so that the agency and the customer work TOGETHER.

Defusing Hostile Customers -- A Self-Instructional Workbook For Public Sector Employees is a "seminar in a book" and contains an amazing collection of specific phrases and actions that can be learned by any public sector employee, drawn from modern understanding of psychology of aggression and psycholinguistics. There are over 80 specific tactics to be applied, and most chapters contain hands-on exercises and "homework", with key answers provided at the back of the book.

Here's just a taste of the content:

Government Context
Nature of Hostile Behavior
How Hostile Situations Escalate
Principles of Defusing
Art of Self-Control
Starting Off Successfully
Using Co-operative Language
Verbal Self-Defense Techniques
Acknowledgment Tactics
Countering Non-Verbal Intimidation
Referral Techniques
Telephone Hostility
Limit Setting

There's even a chapter for managers and supervisors.

This third edition (2010) is a unique blend of science and art not available anywhere else, and is based on the input of thousands of government employees over two decades.

Publication Date:
1450585744 / 9781450585743
Page Count:
Binding Type:
US Trade Paper
Trim Size:
8" x 10"
Black and White
Related Categories:
Business & Economics / Customer Relations

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