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Providing great service to your customers is a continuing challenge. Providing great service to angry, unrealistic, or rambling customers is an exceptional challenge. How is Handle Difficult Customers gives you the techniques you need to efficiently and effectively solve problems for difficult customers. In turn, you feel less on-the-job stress, and your support center can improve the service it provides to every customer.

Table of Contents

1. Good customer service: the starting point for handling difficult customers
   • Provide service as well as solutions
   • The call flow process
2. How to handle angry and irate customers
   • The call flow process
3. How to handle customers with unrealistic expectations
   • Types of unrealistic customers
   • The call flow process
4. How to handle customers who ramble
   • The call flow process

List of Figures

1. The seven steps in the typical call flow process
2. Steps for greeting your customers
3. Effective listening techniques
4. Six steps for concluding customer calls
5. The call flow process for handling angry and irate customers
6. The call flow process for handling customers with unrealistic expectations
7. The call flow process for handling customers who ramble