Dealing with Difficult Customers

**Prior to utilizing these resources, please complete the training from the New Employee Training Curriculum entitled "Customer Service Basics".

Upon completion of this curriculum you will be able to:

1. Identify the most common personality types and the strengths/challenges of each.

2. Manage your reactions to angry or difficult people.

3. Apply basic techniques to deal with difficult customers.

Available resources:

• QuicKnowledge.com. A series of online, self-study training modules. Courses applicable to this training topic include:

  • Dealing with difficult customers

  • Recognizing and managing anger

  • Training video and workbook: "Dealing with Difficult People" (54 min.) This video describes four common difficult personalities people exhibit and the challenges associated with communication. This video is loaned to the courts upon request through the MJI Resource Library. Or you may contact MJI at 517-373-7171.

• Articles

  • How to Deal with Difficult Customers by Peter Urs Bender. Four basic personality types are analyzed from a customer service perspective. Article provides a link to a free personality assessment housed on Mr. Bender's website.

  • Winning Over a Difficult Customer from "Customer Service for Dummies."
    This article provides 6 steps to help you through the trying times of dealing with a difficult customer.

  • Dealing with Difficult Customers by Russell Sawchuk.
    Mr. Sawchuk provides various suggestions to help diffuse angry or abusive customers.