In some workplaces, employees need to deal with really difficult customers or clients – often for lengthy periods of time. Psychologist Peter Quarry explains the reasons they are being difficult and how to find alternative ways to effectively deal with them.
Topics in this program include alternative ways to manage, the services that are provided, and wrapping up difficult customer interactions effectively.
In English, with English-language subtitles. Viewing time: 15 minutes. 2011.
to view a video clip.
to download a free worksheet.