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New For 2007 - The Leadership Development Resource Center brought to you by the same people that put together the Customer Service Zone

Communication is a KEY element of customer service and dealing with difficult customers.
Make sure to visit our new Communication Resource Center to help hone your communication skills.

Top : Difficult People : Page 2: Difficult people make difficult customers. Learn about what makes difficult people tick, and methods to deal with them.

Articles:

What is the CARP system for defusing angry and difficult customers? - by Robert Bacal
The CARP system was developed to help you improve your timing and responses when dealing with angry, obnoxious, difficult and aggressive customers. Here's the explanation. (Added: 28-Oct-2006 Hits: 206 )

Difficult Customer Questionnaire - by Psychological Associates
Here's a quick free online questionnaire assessment to help you identify your difficult customers (Added: 1-Dec-2004 Hits: 653 )

The Insubordinate Subordinate: Dealing With Workplace Rebellion - by Joni Johnston
Insubordination, broadly defined as an unwillingness to submit to authority either through an open refusal to obey an order or through a failure to carry one out, is a common problem in the workplace. Examples of insurbordination (or attempts to undermine managerial authority), include the following: (Added: 17-Jan-2002 Hits: 279 )

Dealing with Difficult People, Part 3 - by Daniel Robin
Dealing with difficult people begins with identifying and naming the behaviors that are so exasperating %u2013 you know, the types of behavior that drive you nuts, that trigger a strong reaction in you. (Added: 10-May-2001 Hits: 566 )

Techniques for dealing with difficult people - by John Baker
Short. During this period of difficult economic times, emotions run high when dealing with sensitive issues. Below are nine points to consider when dealing with people about these issues. These points are routinely used by mediators during financial mediation sessions. (Added: 28-May-2003 Hits: 975 )

Why are some customers so darned difficult and rude? - by Robert Bacal
It's an age old question. Why are some customers so difficult and obnoxious. Here are some answers. (Added: 17-Oct-2006 Hits: 184 )

Categories:

Suggested Books (2)
There are some excellent books you can use to increase your ability to deal with difficult people. Here are our recommendations.

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Related Categories:

Anger Management
Communication : Listening
Conflict

Pages Updated On: 28-Jan-2008 - 18:26:07





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