Customer Service Strategies (Part 2): Dealing with Difficult People

Note: Customer Service Strategies Part 1 is recommended prior to attending this course. Dealing with Difficult Customers offers specific strategies for dealing with the classic types of difficult behavior.

You will learn to:

• Distinguish customers with normal behavior who are upset from customers whose behavior is not normal and difficult to deal with
• Identify the needs behind the different types of difficult behaviors
• Manage your attitude and behavior in the face of the difficult behaviors
• Specific strategies to deal with each type of difficult behavior

$75 course fee. Instructor: Debby Seaman, Foothill-DeAnza Community College