Tricky Customers – How to stay cool under pressure




This program gives a simple plan for dealing with tricky customers.

Many behaviours qualify as tricky. Customers may be impatient, rude, ungrateful, complaining or just hard to please.

The behaviour that most people find hard to manage is the angry or irate customer. This program shows how easy it is for the service giver to be drawn into an argument. The focus then moves from the issue at hand to who is going to win or lose.

Take the H.E.A.T. is a simple plan for dealing with angry or irate customers.

* Hear them out.
* Empathise.
* Apologise.
* Take action.