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Dealing With Difficult Customers – Book Recommendation Please!

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Hello
Can anyone recommend a good book on dealing with difficult customers?
Thanks
Lucy
Lucy Sleigh

2 Responses

  1. Knock Your Socks Off
    One book in the famous Knock Your Socks Off series is “KYSO Answers: Solving Customer Nightmares and Soothing Nightmare Customers”.

    It contains lots of useful hints and tips for a wide variety of situations.

    ISBN: 0814478840

  2. Difficult Customers
    Hi Lucy,

    I know you asked for book recommendations however i have viewed a training film called ‘The Difficult Guest’ which explores the LAST approach for dealing with difficult customers. The LAST acronym stands for:

    Listen
    Apologise
    Solve
    Thank

    The film runs for approximately 45 minutes. If you would like some information on the LAST approach just shoot me an email and I will send them over.

    I hope this helps

    Antoinette Elaro

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