1007 Bucknell, Arlington, Texas 76012 • Metro (817) 265-2820 • Fax (817) 265-2571
mwbenson@aol.com • www.melbabenson.com

Coping With Difficult Customers

Difficult people can break your concentration, raise your stress level, and rob you of your effectiveness with customers.

Public contact employees who can clearly and rationally handle difficult people are one of an organization's most valuable assets.

You will learn how to:

1. Stay calm and defuse anger as you attempt to identify and resolve problems.
   
   
2. Communicate in ways that will minimize antagonistic behavior in others.
   
   
3. Avoid words and phrases that trigger negative reactions.
   
   
4. Handle customer complaints patiently and courteously.
   
   
5. Cope with difficult customers professionally and efficiently.

Brief Course: 3 hours
Complete Course: 6 hours