Difficult Customers
Learn how to effectively manage difficult customers and situations
1 Minute Videos
Abusive Customers
Abusive customers may swear at you, call you names or even threaten you. This video outlines a number of steps you can follow to deal with them. Remember to always follow your company procedures.
Avoiding Escalations
This video covers some of the key points around avoiding having to escalate a call or conversation to a manager or a supervisor. Knowing a phrase or two may help reduce the need to escalate a call and help build confidence for the customer and yourself!
Calming Upset Customers - (Sorry Glad Sure Technique)
Knowing how to calm down an upset customer is a key service skill. Whether they are angry, frustrated or emotional, the techniques in this video can help you out.
Dealing with a Silent Colleague or Customer
If you have colleagues, co-workers or customers who just don't respond or are silent, we give you a few tips to get them to open up.
ESOL - Communicating when English is the second language
How to communicate with people whose 2nd language is English or when their English language skills are still needing improvement.
Handling Difficult Customers (L.A.S.T. Technique)
This video shows four simple steps to calm down and deal with a difficult or challenging customer.
Dealing with Know it all Customers
How to handle customers or colleagues who think they know better and have lots of information.
Dealing with the Non Stop Talking Customer
Here are a few tips on how to deal with the non stop talking customer.
How to Say No Nicely to a Customer
This 1 minute video shows how you can say no nicely when talking with a customer. Check out the 4 easy steps to follow.
Training Modules
Abusive Customers
Abusive customers can be tricky to deal with. In this module you will learn about where abusive behaviour comes from, how to avoid being baited by a customer and response techniques to help you when facing an abusive customer.
Difficult Customer Types
This module concentrates on four types of difficult customer including angry, know-it-all, chatterbox and where English is a second language. You will learn some tips and techniques on how to deal with them.
Learn to Love Complaints
Complaints can really help to fix issues in your business so handling them well can benefit both your organisation and the customer. In this module you will learn about customer perceptions, challenging situations, how to deal with a complaint as well as the impact of social media
Managing Difficult Customers
Handling difficult customers well can help make the difference between losing and keeping a customer as well as reducing stress. In this module you will learn some techniques on how to deal with difficult customers and how to apply them right away..
Advanced Difficult Customers Techniques
This module will give advanced techniques in managing difficult and upset customers.
Emotional Clients and Colleagues (10 minute version)
In this 10 minute video, we explain about emotional trauma and what can cause it and some of the best ways to deal with someone who has it.