The Right Attitude Starts with You

Be Grateful

Make Gratitude a Habit

Keep Your Body Healthy

Invoke Inner Peace

Stress Management (Internal Stressors)

Irritability

Unhappiness With Your Job

Feeling Underappreciated

Not Well Rested

Stress Management (External Stressors)

Manage Your Workspace

Loud Work Environment

Co-Worker Relations

Demanding Supervisor

Transactional Analysis

What is Transactional Analysis

Parent

Child

Adult

Why Are Some Customers Difficult

They Have Truly Had a Bad Experience and Want to Vent

Want Someone to be Held Accountable

They Have Truly Had a Bad Experience and Want Resolution

They are Generally Unhappy

Dealing With the Customer Over the Phone

Listen to the Customer’s Complaint

Build Rapport

Do Not Respond with Negative Words or Emotion

Offer a Verbal Solution to Your Customer

Dealing With the Customer In Person

Listen to the Customer’s Concerns

Build Rapport

Respond with Positive Words and Body Language

Aside From Words

Sensitivity in Dealing with Customers

Customers Who are Angry

Customers Who are Rude

Customers with Different Cultural Values

Customers Who Cannot be Satisfied

Scenarios of Dealing with a Difficult Customer

Angry Customer

Rude Customer

A Customer From Another Culture

An Impossible to Please Customer

Following up With a Customer Once You Have Addressed Their Issue

Call the Customer

Send the Customer an Email

Mail the Customer a Small Token

Snail-Mail a Handwritten or Typed Letter