Course Description

Handling the Difficult Customer

In some workplaces, employees need to deal with really difficult customers or clients - often for lengthy periods of time. Psychologist Peter Quarry explains that we need to understand why they are being difficult and explore alternative ways to effectively deal with them. He considers: 1. Range of reasons why people are so difficult 2. Understanding the importance of the reasons 3. Exploring alternative ways to manage 4. Considering what service we provide 5. Wrapping up the difficult customer interaction effectively

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