Dealing With the Customer from Hell: A Survival Guide

by Shaun Belding

They yell and shout and try to intimidate. They're belligerent, abusive, condescending. They whine, and lie, and demand inordinate amounts of time. They push your buttons and raise your blood pressure. Customers from hell represent just a small fraction of the people that come into a store or use your services. Yet this small group profoundly affects how you feel about yourself and how you relate to all your other customers.Dealing with the Customer from Hell offers realistic, practical, and often fun solutions to this bane of retail employees, through LESTER, a six-step guide to solving most difficult situations:
-- listen to your customer;
-- echo the issue;
-- sympathize with the customer's emotional state;
-- thank the customer;
-- evaluate your options;
-- respond with a win-win solution.

181 pages, Paperback

First published March 1, 2000

Reviews

[Marshal Mdeza]

After a technical training, the first job that I landed was that of Technical sales rep. Not that I wanted to do sales, but honestly that is what I had to do to make money. I soon fell in love with the job of selling computers and Xerox copiers. The Xerox sales program taught me that we are all salesmen. Everyday, we are called upon to sell our ideas to people. Writers have to sell their stories to the public and politicians sell their ideologies to the voters

Once in a while you encounter customers from hell. And there are plenty of them. This book takes you through that stage and prepares you to become a better sales person. I started reading this book on a flight and never took my eyes away from it until I realized that there were no more pages to read.

An amazing book and I love this book so much I want it to be closer to me all the time. I love being a sales person.