If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient and Cool As A Cucumber.

We own a small business with our employees working mainly in people's personal residences, but we handle the phones. And let me tell you, we had NO IDEA how insane and abusive people could be over the phone. Worst of all, we didn't know folks wrote books about dealing with difficult people in a customer service sphere, hence we had an extremely difficult time the first year of owning this business.This book has been a life saver. I loved the title, the picture was spot on to how I felt many a time with a raving, angry, pissed, annoyed customers. I felt powerless, demeaned, and disrespected.This book shows you how to deal with all these types of folks, and gives you psychological reasons for why they act the way they do. It walks you step by step through different situations and addresses how how to not take things personally, so you don't go home at night stewing about some jerk how made you feel like scum. Most importantly, it shows you how to take care of the customer's problem(s), without getting drawn into their drama and taking their bait.One of the best things I learned from this book is how to turn a negative experience into a positive one. Using the tools from this gem of a book I have calmed people down, turned bad situations into good, and kept customers who would have otherwise left us and written ten nasty reviews in their wake. It is so empowering to be able to do that, rather than feel awful and abused. This is a must buy, must read for people who work with customers day in and day out. Do it for your own sanity, and to help improve your own job performance and satisfaction!

I wish I had this book sooner than later. I could've saved myself a lot of headache and heartache. This is a must read for anyone who's into business or anyone who deals with clients or customers directly. The book doesn't just teach you how to handle angry customers, it lets you understand the psychology involved as well so that you can better understand your customers and why they act the way they do when frustrated.It's no secret that most businesses are successful due to customer loyalty and retention. Reading this book should help you win back your customers after an unintentional bad service or product.The principles and concepts in the book are easy to digest and apply. This book will help you how to improve your business's customer service and teach you how protect yourself (and your staff) from the negative effects of customer hostility for a win-win situation with everyone involved.Highly recommended!

I bought this book for my boss because she had been talking awhile about 2 books she wanted to read and this was one of them. It seemed like it would come in well for lots of people at work so I ordered it. I have not yet personally read it, but my boss has and she said that it has some very helpful information in it. She is going to be using some of it in an upcoming staff meeting.She would recommend this book to anyone looking for a good read and helpful read.

Understand upset customers. Then apply your common sense and customer service talent: use the info but keep it all in perspective.

Extremely helpful. It has helped me on the job to recognize certain traits in different kinds of customers. It has also helped me to recognize that traits in myself that could contribute to the problem of angry customers. It has helped me to watch myself. Well written and well edited. An easy good read. Highly recommended for anybody who works with the public. Worth the price for sure!

i like the book and he makes sure to specify over and over the things you need to remember. working with difficult people on the phone is always a challenge and this gives you some great tips.

The formatting is rather poor. For example, kindle thinks the entire book is one chapter. The information is ok, repetitive but a few good points here and there. I would recommend the book to some one who deals with a lot of angry costumers.

Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.