Customer Service - Dealing with Difficult Customers

Course Overview 

In any sort of customer service role, it is inevitable that there are going to be times when difficult behaviour is encountered. In a workplace this can increase stress, lower productivity, damage morale and do great harm to a company’s image.

Learning Objectives 

This customer service training video provides viewers with some simple and practical suggestions on how to handle difficult behaviour such as:

• Taking a deep breath
• Ignoring personal insults
• Making the behaviour the focus rather than the person
• Writing down information

Target Audience 

Target audience is all staff.

Business Outcomes  

There are times in a customer service role when we all are subjected to difficult or aggressive behaviour.  This video will arm your customer service people with the skills required to deal effectively and efficiently with these situations.

Duration  

 5 Minutes