Managing Difficult Customers 1.2.3

The customer may always be right, but some customers are certainly more difficult to deal with than others.

This program presents three types of difficult customers: the angry customer, the talkative customer, the demanding customer. The video presents and illustrates specific techniques for dealing with each type successfully. All of the vignettes take place over the telephone. However, the techniques presented are equally relevant to face-to face encounters with internal and external customers

What's Included?

• 1 DVD or 1 VHS Videotape
• 1 Leader's Guide