Working with Difficult Customers

Following the BYU-Idaho Learning Model:

  • Prepare: Spend at least 30 minutes thoroughly studying the information listed below.
  • Teach One Another: Spend 10-15 minutes teaching the associated principle to an individual or group.
  • Ponder and Prove: Reflect on each principle and complete the "Ponder and Prove" questionnaire (which includes setting an improvement goal).

1. Sample Lesson:

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?

3. Videos:

4. Websites:



(Source: http://www.customerexperienceinsight.com)


See also: Difficult Conversations