CHAPTER 11
Difficult Customer Interactions
Everyone runs into upset and angry customers from time to time. CSRs may face more angry customers than many other essential service staff. Some days CSRs must wonder if a single nice person is left in the world.
The key is to know how to best react and not take animosity personally. We’ll show you how to do both better.
ACTIVITY69
Difficult Customers
Many new CSRs do not know how to handle upset, aggressive, complaining customers. Many hold these beliefs:
• The only way CSRs can learn is simply through experience, and that can take years to acquire.
• CSRs pick up their approach to dealing with angry ...
Get A Complaint Is a Gift Workbook now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
