Calming Upset Customers

I purchased this book to help me teach a customer service class. I teach workforce readiness classes in a woman's prison. The book was a great addition to the class. I made a questionnaire packet for each topic in the book and alloted time for the women to read, discuss and review every day.

"Calming Upset Customers" is basically a workbook for dealing with difficult customers. It is not a deep text that delves into the psyche of customers and would be used in a college level business course. What it is is a basic workbook that explains the basics of why customer satisfaction is so important and the various things that can be done to convert an upset customer into a happy customer. This is front line stuff at the employee level. It is about solving basic problems at the employee level before they become major problems. While manager level professionals should receive more advanced training in working with upset or difficult customers, this book is an excellent resource for anyone who has to deal directly with customers. The workbook format with various exercises throughout make this book an excellent training tool. It is a recommended read, but probably its best use would be to purchase a stack of them and hand it out to all new employees when they are hired. This is the minimum that every person involved in customer contact should know.

Morgan's book is practical and packed with workable strategies. With the US workplace seeing a rise in violence, this is a skill to develop and use as if your life depended on it. "Calming Upset Customers" is set up in seven easy-to-complete sections with questionnaires for analysis of coping strategies, hints on danger signal to watch for, and constructive suggestions on how to avoid "them fightin' words." The lessons focus on developing practical skills in dealing with customers, and working through this inter-active book will strengthen your ability to handle hassle. From knowing when to forget a customer, to what to do when a valued employee is in the wrong, this book will be valuable to managers creating an environment for customer satisfaction. This book is in the top ten best sellers for Crisp Publishers, and it has been translated into German, French, Italian, Spanish and Korean. Apparently the upset customer problem is not limited to the US workplace!