How to Deal with Difficult Customers

Audio • 10 minutes

Learning Objectives

  1. Establish how to deal with difficult customers
  2. Examine different approaches to maintaining strong customer service
  3. Identify a range of methods to cope with and de-escalate tense service situations

Lesson Description

In this lesson, we explore the art of negotiation in customer service, discussing the skills and techniques needed to negotiate successfully with customers. It’s safe to say that not a single day passes in the life of a customer service worker without the need for some sort of negotiation. It’s a vital skill, and mastering it can make all the difference between a content customer and a dissatisfied one. It’s not just about getting what you want; it’s about finding a solution that satisfies both parties involved. This lesson covers active listening, validating a customer’s feelings, nonverbal communication, empathy, emotional intelligence, asking effective questions and offering multiple solutions. We look at the challenges associated with negotiation and dealing with especially tricky customers.