Completely revised edition

This breakthrough e-book will show you how to convey the bottom line benefits of complaint handing to senior management and it gives you a step-by-step blueprint for  training your employees to deal diplomatically with difficult customers, handle negotiation ploys with finesse, strategically respond to product liability complaints, and most importantly, to completely restore customer confidence in your brand after a problem occurs.

This brand new revised and updated edition has:

• Over 40 pages of new information that you need to equip your company to more effectively negotiate with customers and respond safely to product liability complaints

• An online video training with 24 short-segment, high impact videos that you can actually hand over to your staff for a measurably effective self-directed training 

• Links to over 25 articles written by Myra squarely aimed at helping you better manage complaints and difficult customers

• Discover the bottom-line value of complaints 

• 10 specific expectations customers have in problem situations

• Myra's famous 10 Golden Rules for Complaint Resolution -- revealed

• The 7 reasons a customer service agent must be stopped cold

• 14 tips for dealing with anger

• Verbal self defense techniques that give your employees control when customers get hot

• 13 powerful and persuasive phrases to use with threatening or manipulating customers

• Dozens of tips, tactics, and techniques for getting angry customers to back down and listen

• Step by step instructions for launching a service recovery plan

• A comprehensive course on winning human relations skills for diplomatic communication

• The to 9 things you must know before you handle a product liability complaint

You'll also get a taste of Myra's online customer service training with a 24-module complete complaint handling training session video program. That's right. Your employees can learn Myra's psychological insights for dealing with difficult customers and her Golden Rules for Complaint Resolution with this online course. The course is interactive and includes field trips. Each subject is delivered in a short, easily digestible "chunk".

When this book came out in 2001 it was the undisputed heavyweight champion of best practices for complaint handing for contact centers, customer service departments, and large and small enterprises.

Now the revised edition blows away that edition PLUS we've put a complete  training system "in a can" for you via the included videos. 

In this massive ebook you get:

• 139 pages

• A 24-module online video training for your employees

• Your one-stop guide to a customer recovery plan that completely restores customer confidence in your brand after a service failure.   

Myra, in March we purchased the Customer Recovery Guidebook and I want to thank you for opening up the flood doors and bearing all! I sat down with my team of managers and supervisors and using your specific advice we designed a full-fledged complaint resolution strategy - the six step customer recovery plan, a full-day training session, and brand new response letters - and it's working like a charm with our agents and our customers.  We just LOVED the videos you included in the eBook. How did you do that? Thank you so much!

Cecelia Thompson

Call Center Director

Los Angeles, CA

139 pages,  $99.95 Item # 3901 
Buy now  50% Off Through August 31st!

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Buy now.  50% Off Through August 31st!!