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Handling the Difficult Customer
Ashgate Publishing, May 2010, Pages: 15
The TakeAway Training Film Series comprises short, practical training films providing managers, supervisors and staff with techniques, advice and ideas on some of the key areas of their job.
The series which features 'talking head discussion' between psychologists Eve Ash and Peter Quarry, is designed for learning resource centres and management self-development. When the first titles in the series appeared People Management Journal said: '...one of the main selling points is that they firmly place responsibility for learning with the learner...They could be used either as stand-alone distance learning tools or as part of a training session. I am sure that any viewer will be able to take up their basic principles and apply them.'
In some workplaces, employees need to deal with really difficult customers or clients - often for lengthy periods of time. Psychologist Peter Quarry explains that we need to understand why they are being difficult and explore alternative ways to effectively deal with them. He considers:
1. Range of reasons why people are so difficult
2. Understanding the importance of the reasons
3. Exploring alternative ways to manage
4. Considering what service we provide
5. Wrapping up the difficult customer interaction effectively
Running time: 15 minutes
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