Winning With the Customer from Hell A Survival Guide

Realistic, practical, and compelling anecdotal solutions are offered here for countering belligerent, abusive, and condescending customers. This book captures the essence of the skills required for helping retailers deal with problem customers and improve employee efficiency. A six-pronged approach known as LESTER is detailed, which involves listening to customers, echoing the issue, sympathizing with the customer's emotional state, thanking the customer, evaluating one's opinion, and responding with a win-win solution.Belding, Shaun is the author of 'Winning With the Customer from Hell A Survival Guide', published 2004 under ISBN 9781550226300 and ISBN 1550226304.