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Tables of Contents for Calming Upset Customer
Chapter/Section Title
Page #
Page Count
Introduction
ix
Part 1: The Importance of Calming Upset Customers
Customer Satisfaction: Everyone's Job
3
1
Upset Customers Don't Come Back
4
1
You Want Customers to Complain
5
2
A Learning Opportunity
7
4
Part 2: Why Customers Get Upset
Start by Looking for the Cause
11
1
A Customer Could Be Upset Because
12
2
Avoidable Upsets
14
2
Returning Calls
16
3
Part 3: Preventing Behaviors That Irritate Others
Be Proactive in Preventing Escalation
19
1
Personal Presentation
20
2
Nonverbal Communication
22
3
Words That Make a Difference
25
10
Part 4: Practicing Behaviors That Calm Customers
Taking Action to Reverse Anger
35
1
The Customer Wants
36
2
Listening Habits
38
2
More Words to Watch
40
2
Additional Pointers
42
3
Calming Customers Over the Phone
45
1
Calming Customers Via E-mail
46
1
Steps for Dealing with an Upset Customer
47
2
A Note About Case Studies
49
8
After the Customer Has Gone
57
2
Don't Take It Personally or Bore Your Co-Workers
59
1
Review: What Did We Cover?
60
5
Part 5: Tips for Managers
Guidelines for Managers
65
1
Creating an Environment for Customer Satisfaction
66
2
Using This Book for a Staff Meeting
68
2
When Managers Calm Upset Customers
70
1
Managing Upset Employees
71
Appendix
Author's Suggested Responses
75
Additional Reading
80