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Guide to Handling Difficult Customers

The Guide to Handling Difficult Customers takes readers through seven steps to transform a dissatisfied customer into a satisfied, loyal, long-term customer who knows your company can be counted on.

To learn more about the Guide to Handling Difficult Customers, you may read the sample section below. You’ll see how much useful, skillbuilding information is packed into a brief half-page of this practical guide.

Keep difficult customers in perspective

It’s happened to everyone who works in customer service. You answer the phone or say hello and the customer is angry right from the start. These customers raise their voices, use abusive language, won’t listen to reason, or are simply rude. It’s very easy to fall into the trap of taking such behavior personally and becoming defensive, angry or inflexible. But it’s your job to take customer calls or work with them in person — all types of customers with all types of attitudes.

The most important thing to remember is that difficult customers are relatively few and far between. It’s just that those unpleasant interactions loom large in our memories.

When you do encounter a customer who is truly angry and upset, there are a series of basic actions you can take to calm the customer, resolve the problem and maintain your own professionalism. These techniques apply when you are working with internal customers (members of your own department or organization) or with external customers (customers outside of your organization).

 

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