Complete Guide To Dealing WIth Difficult, Angry, Aggressive And  Abusive Customers

Learn what to say, when to say it and stay stress free, safe, and professional under pressure

Do you have a defusing customers job aid that I can keep by my counter -- something to remind me of the various techniques I could use?

In fact, we do. Many years ago we created a training takeway, called a helpcard, for a client who wanted to provide a copy for each of their employees. It was a great success.
It's called The Defusing Hostility LearnBytes Helpcard, and it's a two sided, 8.5 x 11 inch card with brief explanations of many of the techniques we teach.
It's also quite cost effective at its current price ofr $4.95 in adobe acrobat pdf format (immediately downloadable), and we also do site licences for companies willing to buy in bulk.
Obviously, though you can't really consult it during a challenging customer interaction, but that's the nature of live interactions. It's great for preparing when you know you'll deal with a difficult customer, and it also works well if you are on the phone, since you can glance at it without the customer observing you.

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