{"product_id":"9781426018343","title":"Calming Upset Customers: Stay in Control... in Any Situation","description":"\u003cp\u003eWhen a customer is upset with your company, you have an opportunity. You can \"become the company\", defuse the situation, win the customer over, and ensure continued business. That's a lot. But anyone can learn the skills that are necessary. There is no single technique for every customer, but the collection of skills outlined here will work in any industry.\u003c\/p\u003e\u003cp\u003eCalming Upset Customers begins with an explanation for why satisfaction is so important, and teaches you how to:\u003c\/p\u003e\u003cp\u003eUnderstand the psychology behind dissatisfaction\u003c\/p\u003e\u003cp\u003eAvoid irritating and escalating behaviors\u003c\/p\u003e\u003cp\u003eLearn techniques to calm others in person, over the phone and in email\u003c\/p\u003e\u003cp\u003eCreate an environment and culture for satisfaction\u003c\/p\u003e","brand":"Axzo Press","offers":[{"title":"Default Title","offer_id":47025931682032,"sku":"9781426018343","price":14.95,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9781426018343_p0.jpg?v=1763741941","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9781426018343","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}