Разгневанный Клиент, я люблю тебя

Это вторая книга, написанная Виталием Антощенко — известным российским специалистом в области культуры сервиса, сертифицированным тренером и разработчиком корпоративных семинаров по эффективному управлению и мотивации, президентом холдинга «Объединенная Консалтинговая Группа».

Автор предлагает практическую технологию для решения одной из самых трудных задач любого бизнеса, предоставляющего товары или услуги, — конфликтных ситуаций с недовольными клиентами.

Каковы причины появления разгневанных клиентов? Верна ли фраза «Клиент всегда прав»? Как вести себя при агрессивном общении и после него? Кто берет на себя ответственность за решение проблемы? Влияет ли Разгневанный Клиент на процветание вашего предприятия?

Все представленные идеи и рекомендации успешно проверены автором на основе многолетней практики.

Книга адресована как руководителям и профессионалам российской бизнес-сферы, так и рядовым сотрудникам любой компании, а также всем, кому небезразлична культура российского сервиса и ее достойное развитие.

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The Angry Customer, I Love You

Navigate the challenging world of customer service with "The Angry Customer, I Love You," the second book by Vitaly Antoshchenko, a renowned Russian expert in service culture, certified trainer, and developer of corporate seminars on effective management and motivation. As President of the United Consulting Group, Antoshchenko brings years of practical experience to this essential guide.

This book offers a practical, proven technology for resolving one of the most difficult challenges faced by any business providing goods or services: dealing with conflict situations involving dissatisfied customers. It delves into the root causes of angry customers, questioning the adage "The customer is always right," and providing actionable strategies for handling aggressive communication, both during and after the interaction.

Key themes explored include:

• Understanding the origins of customer anger and frustration.
• Effective communication techniques for de-escalating tense situations.
• Establishing clear responsibility for problem resolution.
• The impact of angry customers on business prosperity and reputation.

Target Audience:

This book is ideal for:

• Business leaders and managers seeking to improve customer service strategies.
• Customer service professionals looking to enhance their conflict resolution skills.
• Employees at all levels who interact with customers.
• Anyone interested in the development of a positive service culture.

Key Features and Benefits:

• Practical Techniques: Learn actionable strategies for handling angry customers effectively.
• Proven Methods: Benefit from techniques validated by years of real-world experience.
• Improved Customer Relations: Enhance customer satisfaction and loyalty.
• Enhanced Business Reputation: Protect and improve your company's image.

Why Choose This Book?

"The Angry Customer, I Love You" provides a comprehensive and practical approach to turning negative customer experiences into opportunities for growth and improvement. Antoshchenko's insights and proven techniques will empower you and your team to handle difficult situations with confidence, build stronger customer relationships, and ultimately contribute to the success of your business. Learn how to transform angry customers into loyal advocates and create a thriving service culture within your organization.