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Handling the Difficult Customer
This title is part of the Take Away Training Series
Duration: 15 Minutes
Synopsis

In some workplaces people deal with really difficult customer or clients... often all day long. Psychologist Peter Quarry explains that we need to understand why they are being difficult and explore alternative ways to effectively deal with them.

Basic Techniques:

Download the Take Away Training PDF Mini Catalog

  • Listen with empathy
  • Apologise
  • Take personal responsibility
  • Plan remedial action
Key Learning Points
  • Understand the Customer's Experience and Point of View
  • The Advantages in Understanding the Customer
  • Is There an Alternative?
  • The Cumulative Impact on Staff
  • Techniques for Addressing These Impacts
Recommended Audiences
  • Service Staff
  • Sales Staff
  • Telephone Staff
Distributed in the following format(s)
  • DVD
Available in the following language(s)
  • English
Media Type
 Video Recording
Presentation Style
  • Interview
STOCK CODE
TAT112
ISBN
9781921409851
Published
Melbourne
Filming location
Australia
Release year
2009
Copyright owner
ClickView
Publisher
Seven Dimensions