Pleasing Your Hard-To-Please Customers: How to Serve Their Needs--And Save Your Sanity

Rating:
Summary: Not the best resource for Customer Service tips
Review: These tapes are a recording of a lecture given by the author. The examples he uses are unrealistic, and not good demonstrations of how people act. One example he uses is about an irate woman who is unhappy with paint touch-ups on her car, and in order to keep the woman happy, the auto-detailer offers to paints THE WHOLE CAR for free.

On a positive note, though, he does show how to talk to people when they are irate (by using their name to calm them down), and by identifying the personality type and making suggestions of how to talk to them.

The skills taught are useful, but the examples could be re-written.