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Calming Upset Customers: Staying Effective During Unpleasant Situations (Crisp Fifty-Minute Series)

3.56  ·  Rating details ·  9 ratings  ·  2 reviews
This course will demonstrate communication techniques that build customer loyalty, and how to defuse customer anger with attentive listening and empathy, focus on the customer's needs without blaming, and respond to personal accusations without becoming defensive. Customers are your most important assets, but sometimes they get upset. It's critical to learn what steps to t ...more
Paperback, Third Edition, 96 pages
Published April 28th 2002 by Crisp Learning (first published October 1996)
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Jessica Hollo
May 06, 2012 rated it really liked it
SO many good tips for life in general, not just business work. Some good information on basic relationship issues as well.
Casseroll
Jul 31, 2012 rated it it was amazing  ·  review of another edition


Easy to read, short and helpful.
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