Dealing with Difficult Customers
Running Time: 26 minutes
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Additional Program Information
An upset customer is the ultimate test of an employee’s professionalism. The Dealing with Difficult Customers training program highlights the patience and diplomacy skills at the heart of good customer service, demonstrating the best strategies for dealing with an irate patron demanding immediate attention.
Step-by-step dramatizations illustrate the most effective ways of addressing an angry customer, focusing on body language, active listening, and exceeding expectations of good service. Dealing with Difficult Customers also establishes boundaries for personal safety, clarifying the proper approach to verbal abuse or physical threats. Viewable/printable educational resources are available online. (26 minutes)