“Handling a Difficult Customer” focuses on working with an angry customer who is unhappy and abusive.
This 5-Step Simulation™ is for people who provide customer service on the phone or face to face. In this simulation, the learner has to work with an angry customer who is unhappy and abusive. This simulation uses a customer support line scenario, and can be modified to work for many different kinds of customer service situations.
This simulation requires a partner. The partner has information that the learner does not have.
Skills/Competencies Applied: Customer service, problem solving, service recovery.
Time: 30-45 minutes