Resilience training to help service personnel handle difficult customers
This article titled 'Stay cool under pressure' appeared in the Recruit section of Straits Times today, Saturday 27 November 2010.
The article defines the 3 types of difficult customers and how to deal with them: 1. The hostile-aggressive customer2. The insistent customer
3. The negative customer And it's a good article, I reckon, from my personal experience as an ex-customer service personnel. But as I read all 3 descriptions of difficult customers, I thought about how I've been dealing with Starhub and OCBC, and I realized... Oh damn. I'm all three! Ooops. =X
