THE GUIDE TO
How to Deal with DIFFICULT Customers
Learn how to turn an angry customer into a loyal one so they tell their friends in person, on social media and you see an increase in your bank account.
*Available as a PDF
ABOUT THE AUTHOR
Barbara Khozam
As the founder of Barbara Khozam Speaking and Consulting, Barbara is an internationally recognized speaker and trainer having delivered over 1700 presentations to 75,000 people in 12 countries on Customer Service, Patient Experience, Leadership, and Communication. Barbara is known for her “High Energy/High Impact” delivery, outrageous wit, and ability to tackle real issues posed by her audience.
In 2019 Barbara was chosen as the Top Customer Service Consultant of the Year by the International Association of Top Professionals.
Also in 2019, Barbara was awarded the CSP® (Certified Speaking Professional™) from the National Speaker’s Association. Barbara is one of only three women in the world to have achieved BOTH this destination as well as the Toastmaster Accredited Speaker designation.
In her spare time, you can find Barbara spiking balls on the volleyball courts of various beaches throughout San Diego County.
What Our Readers Say
No matter who reads Barbara's eBook on Customer Service Tips the feedback is the same - "I didn't expect to learn something with my experience in customer service. You surprised me!" Here what others have to say below and why you should take advantage of this free resource.
Michelle M.
Really great resource that I like to share with my new colleagues.
L. F. Smith
The book is short and simple, but everything in it is significant. I recommend it most highly.
Brandon M.
Always enjoy Barbara and how she presents her expertise. Her book is no exception to that, worth it!
What You'll Learn From the Free eBook on Dealing with Difficult Customers
Chapter 1: How to respond
Learn what, and what not to do when first interacting with an unhappy customer.
Chapter 2: What to verbalize
The first few responses from a customer service representative can make or break how the situation ends.
Chapter 3: Policies and Procedures
What do you say when a customer is reacting to a company policy? We cover that in this chapter.
Chapter 4: Scripts?
Is there a standard response that deescalates difficult customers? Yes and no, learn more from this chapter.
Chapter 5: Handling the unknown
You won't always have the right answer when responding to a difficult customer, this chapter covers some methods for handling those scenarios.
Chapter 6: Last step
This last step is the secret to turning angry customers into your most loyal customers.
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