Managing Difficult Customers
What Do We Mean by Difficult Customer?
Looking After Ourselves
Looking After Ourselves Scenario
General Pointers for Difficult Customers
The Aggressive, Demanding or Bullying Type Customer
Empathy and Sympathy
If the Customer Doesn't Calm Down
Angry Customer Summary
Angry Customer Scenario
The Complainer Customer
Complainer Multichoice
The Indecisive Customer
Indecisive Scenario
The Know-it-all Customer
Know-it-all Scenario
The Uninterested Customer
Uninterested Customer Multi Choice Question
The Talkative Customer
The Talker Multichoice
The Embarrassed Customer
Embarrassed Customer Quiz
General Pointers for Difficult Customers
Well done, you’re getting there.
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General Pointers for Difficult Customers
Use positive body language and keep an eye on the customer’s body language.
Remain calm and use professional language, don’t be tempted to raise your voice or swear.
Remember there are many reasons why the customer may be displaying difficult or challenging behaviour. Try and separate the person from the behaviour and remember they are only human.
Don’t worry, you can come back and finish the assessment in your own time.