8Handling Difficult Customer Situations
Learning Objectives
By the end of this chapter, you should be able to:
• List a variety of difficult customer situations.
• Handle difficult customers more effectively.
• Describe techniques for dealing with customers who are disabled, have language differences, are talkative, indecisive, complaining, or angry.
When anger rises, think of the consequences.
OPPORTUNITIES FOR SERVICE EXCELLENCE
The customer service profession offers you an opportunity to deal with a cross-culture of today’s society. In dealing with customers, you will encounter the good, the bad, and the ugly. Based on your service ...
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