About this Course

Difficult customers - you find them everywhere! It could be an angry customer whose needs have not been met, a disappointed customer who is unhappy with the service or someone who is out to make life difficult for you. The term ‘difficult customer’ conjures up an image of someone who is out to make your life miserable. Naturally, our response will be one of fear, anger or discouragement. However, if we treat them as ‘dissatisfied customers’, our response will be a positive one and we will be able to deal with their problems professionally and quickly. In other words, we need to learn to change our perspective of the challenging situation. Possessing the knowledge and techniques to handle difficult customers effectively can boost your self confidence, improve your job performance and reduce stress and anxiety. Course Objectives 1. Differentiate a dissatisfied customer from one that is nasty. 2. Take control of an unpleasant situation and manage the difficult customer professionally while remaining confident, competent, calm and in control. 3. Handle the nasty customers tactfully, assertively and professionally.

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