Let’s face it. Sometimes, we have to deal with a customer who’s just really difficult. Perhaps they’re demanding, complaining, or tyrannical. Maybe they act inappropriately or they’re dishonest. Regardless, they’re just difficult and yet, they’re a paying customer. In this session, you’ll learn valuable techniques for dealing effectively with a challenging customer.
How to Deal with Difficult End Users and Other Customers
Customers come in all types. Unfortunately, some are difficult to deal with. Your willingness to deal with difficult customers can give you a tremendous edge over your competitors.
In this fast-paced breakout session, you’ll learn how to:
- Deal with the customer who’s always complaining and never satisfied
- Deal with a customer who is dishonest
- Work with a customer who is verbally abusive or threatening
- You’ll also learn when it’s appropriate to terminate the relationship and how to do so respectfully
- Five critical success factors to help manage difficult customers positively
About the presenter:
Don Crawley is a former manager, IT trainer, and consultant with decades of hands-on experience in technical environments. He is the author of The Compassionate Geek, a widely used guide to improving soft skills and professionalism in IT. As an internationally recognized speaker and trainer, Don has helped thousands of IT professionals become more productive, collaborative, and easier to work with.
