Cover image for Dealing with the customer from hell : a survival guide
Dealing with the customer from hell : a survival guide
Belding, Shaun.
Personal Author:
Publication Information:
Toronto ; New York : Stoddart, [2000]

Physical Description:
181 pages ; 21 cm
Subject Term:
Format :


Call Number
Material Type
Home Location
Item Holds
HF5415.5 .B433 2000 Adult Non-Fiction Non-Fiction Area

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They yell and shout and try to intimidate. They're belligerent, abusive, condescending. They whine, and lie, and demand inordinate amounts of time. They push your buttons and raise your blood pressure. Customers from hell represent just a small fraction of the people that come into a store or use your services. Yet this small group profoundly affects how you feel about yourself and how you relate to all your other customers.

Dealing with the Customer from Hell offers realistic, practical, and often fun solutions to this bane of retail employees, through LESTER, a six-step guide to solving most difficult situations:
-- listen to your customer;
-- echo the issue;
-- sympathize with the customer's emotional state;
-- thank the customer;
-- evaluate your options;
-- respond with a win-win solution.



Introduction: To Hell and back again 1. Customers and their expectations 2. A little introspection: preventative medicine 3. A salesperson's mission 4. Controlling your emotions 5. Introducing LESTER 6. Listening to your customer 7. Echoing the issue 8. Sympathizing with your customer 9. Thanking your customer 10. Evaluating your options 11. Responding to the situation 12. The unreasonable customer Conclusion Excerpted from Dealing with the Customer from Hell: A Survival Guide by Shaun Belding All rights reserved by the original copyright owners. Excerpts are provided for display purposes only and may not be reproduced, reprinted or distributed without the written permission of the publisher.

Table of Contents

Introduction: To Hell and back again
1 Customers and their expectations
2 A little introspection: preventative medicine
3 A salesperson's mission
4 Controlling your emotions
5 Introducing LESTER
6 Listening to your customer
7 Echoing the issue
8 Sympathizing with your customer
9 Thanking your customer
10 Evaluating your options
11 Responding to the situation
12 The unreasonable customer