Surviving customer contact

BOOK TIP In the book "Surviving customer contact", author Monica Schori explains what problems can occur with customers, why these problems arise and how you can deal with them. Difficult customers often have a legitimate concern, such as a complaint - but they can also simply be quite annoying contemporaries who make life difficult for the customer service employee. In her book, the author first looks at the typical reasons for problems when dealing with customers and then explains how to react to them in the second part. The result is a reference book with lots of tips, written in easy-to-understand language. The focus is on the realization that the service provider can only ever influence their own attitude, not that of the customer. getAbstract recommends the book to anyone looking for a practical everyday companion that won't necessarily surprise them with new knowledge, but will reliably remind them that customer complaints rarely have anything to do with them personally. getAbstract rating: 6Implementability: 9Innovation level: 3Style: 6 Publisher: RedlinePublication year: 2015Pages: 224ISBN: 9783868815757