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How To Navigate Frustrating Customer Service Experiences ‘The Smart Way’

Aired 10/15/13 on KPBS Midday Edition.

GUEST

David Silvey is author of "The Smart Way to Deal with Stupid People."

Transcript

David Silvey

"The Smart Way to Deal with Stupid People: How some get what they want...and others don't" is a guidebook to navigating frustrating customer service interactions by author David Silvey.

Let's say you have a question or some need for service. It could be a repair, a health issue, a flat tire. Maybe you've got an airline connection that needs to be dealt with and things aren't going well.

You make a call, or stand in line, and the person you wind up dealing with is not helpful. You might even say the person was clueless, rude or stupid.

What do you do next? A guidebook is out there to help you through your next encounter with harried or unresponsive service worker.

The book is called, "The Smart Way to Deal with Stupid People," and it's written by someone who's been on both sides of those difficult conversations -- customer satisfaction and operations manager David Silvey.

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