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Dealing with the Customer From Hell:
A Survival Guide
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 even the 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
Written by Shaun Belding. Published by Stoddart, 2000.
0-7737-6103-9 $19.95
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Last modified: April 17, 2000

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