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How do I handle difficult customers?


I am preparing a training on 'difficult'customers for the agents at the call-center that I work in. Ofcourse, I am familiar to the basic information so I am looking for more detailed info and some excersises/stories/quotes etc. etc. that I can use in my training.
Hope you can help me..
Kolet van der Wielen

2 Responses

  1. Difficult Customers Materials
    Hello Kolet,

    I am a Call Centre Training Manager and have numerous materials on this subject that I have used for many years now and continued to develop. I’d be more than happy to send them to you. If you reply to my e-mail I can forward them to you directly.


  2. Good book
    Hi Kolet,
    There’s a very good book called Dealing With Difficult Customers, which you should be able to find on Amazon.

    Also look into the area of Anger Management as this will give you lots of material.

    And there are some excellent videos on the subject from Video Arts and Fenman.

    Good luck,



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