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Dealing with Difficult Customer Situations
The customer service role offers many rewards and satisfactions. But there are many frustrations inherent in the job. During this training, service providers will learn the general guidelines for dealing with difficult customers in challenging situations, and these include calming and focusing.
• Demonstrate the calming and focusing techniques in a difficult customer service transaction.
• Identify at least four clues that indicate the existence of a difficult customer situation.
• Give two reasons why the use of calming and focusing skills are important in dealing with difficult customer situations.
• Describe the calming technique for dealing with upset customers.
• Describe the focusing technique for dealing with upset customers.