Welcome to Audio Learning from Assemble You.

There is no business without customers. Customers are the people who will increase your revenue, increase your profits and spread your reputation, but when customers are being difficult they can hinder all three of these things.

With customers, we can’t always say what we feel. We are here to help them, support them and resolve their issue, but it can often be hard to keep our cool and avoid getting angry or upset ourselves.

Today, we’ll be looking at ways in which you can deal with difficult customers and arm yourself with the tools you need to enhance your customer experience.

By the end of this track, you’ll understand the important lessons you need to know to stay calm under pressure and be your best self.

Further info:

• Download the Transcript for this Episode
• Download the Key Points Infographic

Reading List

• [Article] Ninety-Six Percent Of Customers Will Leave You For Bad Customer Service, Shep Hyken 
• [Article] Why We Get Angry About Bad Customer Service, Guy Winch 
• [Article] The Three C’s of Customer Satisfaction: Consistency, Consistency, Consistency, Alfonso Pulido, Dorian Stone, and John Strevel.
• [Article] How To Manage Impossible Clients, John Butman
• [Article] How To Deal With Difficult Customers: A Complete Guide, Indeed Editorial Team
• [Article] How to Deal with Angry People (or Wisdom from the Customer Service Industry) Brazen Life.
• [Article] Accentuating the Positive to Angry Customers, Jennifer Thomas