How to Deal with Difficult People

for Frontline Staff

Shock and horror

Some customers are little annoying

Most customers are terrific. They’re patient and they wait their turn. They know what they want and they’re organised. So serving them is easy and in many cases, a pleasure.

Now for the bad news. Some customers aren’t like this. Some are impatient and think they shouldn’t have to wait. And some are aren’t sure what they want and are a bit all over the place. They’re certainly annoying but we usually cope with them pretty well  – after all, it’s just a part of dealing with people. But now for the really bad news. Some customers are worse. They’re rude and nasty – and some are abusive.

A single ‘bad’ customer can cause a lot of trouble

For most of us at least, these sorts of customers are few and far between, but they exist and just one of them can spoil an otherwise great day – not just for us, for our teammates and for other customers as well.

So we need to handle them well; really well. We need to deal with them effectively and efficiently, and we need to minimise the trouble and heartache they cause. But here’s the thing: we also need to deliver brilliant customer service at the same time we – and to be seen delivering it. And it’s hard – it’s hard to be pleasant, impeccable and beyond reproach when someone’s being, shall we say, rather unpleasant.

However, it can be done and it must be done. And this is where Mark comes in.

Mark knows what it’s like

Mark’s been helping people on the frontline and behind the scenes deal with difficult customers but at the same time deliver brilliant customer service, for a long time.

Mark’s helped, just for example, staff of Councils (working on the front desk, in libraries, and in the outdoors), staff of Housing NSW (working on the front desk, answering the phone and doing home inspections), and staff of schools (teachers and those in administration).

A quick video

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