In this Podcast I discuss the chapter in my book "Customer Service: How to Survive it", entitled "Control, Cause and Effect: Handling the Difficult Customer".

Based on survey data, up to 50% of people working in customer service do not comfortably deal with dissatisfied customers or customers that are unpleasant.

The result is a resistance to the customer and an effort to fight back or retaliate against the customer to preserve one's self respect. Of course this has the opposite effect.

Listen to this Podcast for a detailed description of this situation and what the solution is.