Customer Service: Difficult Customer ALERT Trainer's Toolkits/VHS Length: 22:00 min.

This video program details a simple process which takes an unpleasant situation and turns it into a positive interaction. Employees will learn how to quickly diffuse angry customers.

It is “difficult” to define “difficult customer”, because what may be difficult to you may strike someone else as merely eccentric, picky or reserved. Difficult customers come in a variety of shapes and sizes. The one thing they all have in common, however, is that they have a need, and they want YOU to fulfill it.

The ALERT model is a good place to start when handling difficult customer-service situations.