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The Hardest Thing In Service – Handling Difficult Customers & The Art Of Service Recovery

What You Can Expect


A ground breaking, absolutely unique, expertly researched & created, world class, professionally delivered initiative, which will address your specific needs and benefit you for a lifetime.


How This Initiative Is Conducted


This perspective shaping initiative is expertly run as a series of …


  • Illuminating introductions

  • Engaging dialogues

  • Interactive games & exercises

  • Thought provoking debriefs

  • Open questions & answer sessions

  • Reflection time-outs

  • Relevant case studies

  • Enriching assignments

  • Feedback loops

Initiative Outline

  • What Your Customers’ Really Need, Want & Desire

  • What Makes A Difficult Customer Difficult – The Dynamics Of People, Products/Services/Ideas, Processes/Procedures/Policies, Places & Philosophy Congruency

  • How To And How Not To Deal With A Difficult Customer – Establishing Points Of View

  • The Spectrum From Not Hearing To Empathic Listening

  • What To Listen For – Personality & Keywords

  • The Art Of Questioning

  • Keeping The Rambling Workable

  • Getting The Loud To Be Quieter

  • Assisting The Abusive To Be More Polite

  • Calming The Angry

  • Establishing A Dialogue

  • Crystalizing What’s What

  • Preventing Escalation

  • Preventing Future Difficult Customers by Measuring Customers’ Experience

  • Maintaining Your Self Respect & Keeping Things Dignified

  • Dealing With Negativity & Going Home Peacefully 

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