Reviewed by Rama Gaind.
By Monique Richardson, Self-published, $15.95.
One of Australia’s leading experts in service leadership and customer service knows all too well that customer aggression continues to rise, in line with customer expectations.
Managing difficult behaviour is a part of working in a customer service environment. However, we are living in unprecedented times when teams are finding themselves in increasingly challenging situations.
Monique Richardson draws on more than 20 years’ experience to provide a practical guide for frontline teams to handle customers with confidence, clarity and skill. The safety and wellbeing of the customer service industry is her highest priority. Customer service has always involved managing difficult behaviour, but those on the frontline often find themselves on the receiving end of verbal and physical abuse with little insight into how to effectively manage the conflict.
This timely, practical guide for confident conversations is full of proven tips and techniques to help create positive customer experiences and manage the challenging customer interactions. Through anecdotes and easy-to-follow tactics, Monique empowers managers and team members to remain self-assured and professional during tricky conversations.
Trying times often bring out the worst (and best) in people, but Managing Difficult Customer Behaviour empowers those in service roles with the skills needed to deliver quality customer experiences.
You will be in a good position to be able to understand why customers express difficult behaviour, respond and not react in difficult situations, understand the HEAT method to de-escalate difficult customer behaviour, define unacceptable customer conduct and how to manage tough customers.
