Handling Difficult Customers

What? A comprehensive skill building workshop on the what, why and how of handling difficult customers. Customer service is amongst the most stressful and thankless jobs there is and that is to speak nothing of the abuse and vitriol that can be a part of the job on a daily basis. Learning to put out fires whilst ensuring that you are not burning out is as much a functional as a survival skill. 

Why? Because whilst the customer may not always be right, it is never right to tell her that she is wrong. Because most well meaning efforts to appease and assuage a fuming customer end up escalating the situation further. Because expectations have given way to entitlement. Because awareness + internalisation + action = intelligence. 

Who? Individuals who wish to develop a robust problem solving framework to defuse situations and maintain their self-esteem in the face of unreasonable, even illegitimate demands. Customer facing roles, team leads, managers in charge of customer centricity, people desirous of understanding the mind of the modern consumer, firefighters in general.