Press Releases

New Guide Helps Front Line Customer Service Reps Handle Difficult Customers

(Boonton, NJ, October 25, 2006) — It’s happened to every customer service rep. They answer the phone or say hello and the customer seems angry or upset right from the start. It’s easy for reps to fall into the trap of taking things personally and becoming defensive, angry, or intractable in response.

Now, you can help your reps turn those customers around.

The Customer Service Professional’s Guide to Handling Difficult Customers takes readers through seven steps to transform a dissatisfied customer into a satisfied, loyal, long-term customer who knows your company can be counted on.

The Guide includes information reps can use right away to understand why customers become angry or upset; techniques they can use to calm customers and remain calm themselves; detailed complaint handling techniques including key words and phrases; plus an important section on how to recover from a difficult call and get ready to give the next caller first-class service.

Additional information on the Guide to Handling Difficult Customers is available online at www.customerservicegroup.com/training_guides.php or by phoning the Customer Service Group at 1-800-232-4317.

About Customer Service Group

For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.

About the Service Success Guides

Each publication in the Service Success Guides series is written expressly for frontline reps in an engaging no-nonsense style, which is sure to capture their attention. Each publication is sold in packs of 10 so that every rep has a copy for their own desktop reference library.

Additional titles in the Service Success Guides series are: Yoga at Your Desk, 10-Step Anti-Stress Campaign, 21 Simple Time Management Strategies, Guide to Cross-Selling and Upselling, Guide to Handling Difficult Customers, and 10-Step Guide to Career Management.

More information is available at www.CustomerServiceGroup.com.