Customers reach carrying a different form of emotions. My presentation will help in identifying these customers. And more importantly how you can handle them. It all depends upon your attitude.

1. H O W T O H A N D L E D I F F I C U LT C U S T O M E R
CUSTOMER SERVICE

2. TYPE DIFFICULT CUSTOMER
Angry
Nasty
Demanding
Critical
Non-Stop Talker
Sarcastic
Greedy
Argumentative
Abusive
Indecisive

3. WHY ARE THEY DIFFICULT
• They are often expressing a need but chose an
appropriate and impolite way to communicate this need
• They are difficult for their own reasons- not because of
you
• They always assume that this way their problem get
resolved
• Some of them may do it intentionally and threaten of
hampering our brand image
• They would start blaming you and start pointing on your
inability to handle their problem

4. REASONS FOR BEING DIFFICULT
 Tired or Frustrated
 Confused or overwhelmed
 Defending their ego
 Unfamiliar with situation
 Feel Ignored
 Don’t understand
 In bad mood
 In a hurry
 Sarcasm
 Being Provoked
 Time Pass

5. MOTIVATE YOURSELF
Remind yourself
This is my job and I am going to do it professionally
If it were not fir these customers I would not have my job
Every time I Solve a problem I will feel better
Reinforce this by saying….
“ I like my job, not because it’s easy, not because there are no
difficult people, not because of there are no frustrations but
because people are part of my job and I can make things
easier by solving problems for all ”

6. HOW TO DEAL WITH THEM
This job would be very good if it weren’t for the difficult people I have to
deal with everyday
Handle them professionally and not personally
• Taking things personally can damage your professional reputation.
• Listen for the signals that you are taking things personally.
• Have faith in you that you can help customer maintain calm.
Attitude is the one of most important key to your job
Attitude is your mental position on facts - or more simply, the way you view
things around you and handle them. A customer centric approach.

7. ATTITUDE
Six points about attitude:
Your attitude
towards customers
influences your
behaviour
Your attitude
determines the
level of job
satisfaction
Remember attitudes
are caught, not
taught
Tone and body
language reflect
your attitude
Your attitude is not
fixed. The attitude
you choose to
display is up to
YOU
You cannot always
camouflage how
you feel