Working with Difficult Customers
1. Sample Lesson:
- Lesson (pdf)
2. Questions to Consider:
- Why are people sometimes angry and difficult?
- How do I defuse a tense situation?
- How do I effectively deal with a difficult customer?
- TED: 5 Ways to Listen Better
- YouTube: 5 Action Ideas to Deal with Difficult Customers
- YouTube: Validation
See also: Difficult Conversations