Author(s): John Faisandier
Angry and upset customers are a challenge to any business. They cause stress for staff and, if not handled well, customers will tell others about their negative experiences. This book provides practical solutions to help you respond effectively to difficult customers and remain relatively stress-free, while giving good service. Through the story of the likeable characters in Sophie's Cafe & Bar you will learn how to deal with the range of customers and emotions you are likely to encounter. You will discover how to: respond to upset customers; engage with really angry people; develop empathy; think differently about challenging people; keep yourself stress-free, no matter what happens; improve all your relationships - at work and at home.
John Faisandier is an outstanding communicator and trainer. He received the NZATD Educational Trust Training Award 2008 for Facilitation of the TUF: Thriving Under Fire programme. Experiences when he was a Catholic priest, race relations mediator, psychodramatist, business trainer and conference presenter have sharpened John's interpersonal skills - which he shares with you in this book.