Table of Contents

1. Tutorial Video
2. Reading Materials
• ‘Characteristics of challenging customers’ presentation from the Prezi website
• ‘Empathy skills’ webpage from the Business Balls website
• ‘Customer experience for dummies’ by Roy Barnes and Bob Kelleher, published by John Wiley and Sons 2014
• ‘Handling complaints’ webpage on the Institute for Customer Service website
• ‘Active listening’ on the Skills You Need website
• ‘What is Negotiation?’ on the Skills You Need website
• ‘Customer feedback strategy: The only guide you'll ever need’ on the HubSpot website
3. Presentation
• Click to launch this lesson’s first presentation on ‘Customer complaints’.
• Click to launch this lesson’s second presentation on ‘Problems and solutions’.
• Click to launch this lesson’s third presentaiton on ‘Challenging customers’.
4. Good Practice Example
5. Good Practice Example
6. Interactive Quiz
7. Evidence Opportunities
8. Extended Learning
• Click on the link to read the article ‘105 best ways to deal with difficult customers’ on the blog Business Unplugged by Carol Roth.
• Click to read ‘The 7 most common customer complaints and how to respond’ on The Return Customer website.
• ‘The customer service guide: Best practices for 2017’ by Keeping. Click on the icon to the left to read the section on ‘Dealing with difficult customers and complaints’.
• Click to read ‘How to talk to your angriest customers’ on the Help Scout website.
• Click to read ‘Accepting returns and giving refunds: the law’ on the Gov UK website.
• Click to read ‘How to maintain customer loyalty when things go wrong’ on the Zenstores website.
9. Think And Challenge
• Click on the link to read the ‘How I learnt to deal with difficult customers’ case study.
• 1. How was Carol’s lack of assertiveness affecting how she dealt with challenging customers?
  2. What did you think were the positive ways that Carol was encouraged to address the problem, and can of think of any other ways to build your confidence in dealing with challenging customers?
  3. It is rare that there is just one way to respond to a scenario or situation, so do not consider that the response you have chosen to this scenario will be judged as right or wrong. Share your scenario with a work colleague and ask them to tell you if they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your tutor.