If a persons's job involves any kind of customer service or direct contact with client, it is inevitable that these employees will need to deal with difficult clients and customers. Sometimes, these interactions are short and the client is eventually appeased, sometimes the contact must go on for long periods of time. This video, hosted by psychologist Peter Quarry, looks more closely at the reasons why some customers are more difficult and how an employee can deal with them most effectively. Some of the tips include alternative ways to help these clients with their problems and how, even if the customer can't be completely appeased, the interaction may be shortened.
This video has a run time of 16 minutes and educational materials to accompany the film are available for viewing or printing online. The video is also closed captioned for the hearing impaired.