Handling Difficult Customer




At first glance, handling a difficult customer may seem like a thankless job. Fortunately, you can develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life. By improving the focus of your thoughts and feelings, how you manage stress, and how well you listen to and empathize with others, you will be better able to meet the challenges other people pose in both your professional and personal life. Implementing the guidelines in this module is the first step in a process towards forever changing how you interact with others.

Program Details

Module 01: Getting Started
Module 02: The Right Attitude Starts with You
Module 0353A Stress Management (Internal Stressors)
Module 04: Stress Management (External Stressors)
Module 05: Transactional Analysis
Module 06: Why are Some Customers Difficult
Module 07: Dealing with the Customer Over the Phone
Module 08: Dealing with the Customer In Person
Module 09: Sensitivity in Dealing with Customers
Module 10: Scenarios of Dealing with a Difficult Customer
Module 11: Following up With a Customer Once You Have Addressed Their Issue
Module 12: Wrapping Up


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