Managing dissatisfied or angry customers is never comfortable. Heated exchanges can escalate quickly. This course gives frontline employees strategies for recognizing a difficult customer and regulating their initial emotional response. The end goal: increase trust and earn customer loyalty.

Duration: Approximately 25 min

Objectives
After you complete this course, you will be able to:
• Explain the importance of engaging with a difficult customer
• Describe traits exhibited by a difficult customer
• Practice the AIM model to manage a difficult customer