Dealing with the irate, cranky, or cantankerous customer — In the June issue of The Customer Communicator, author Mark Goulston offers an array of useful tips on handling difficult customers. The links below will connect you with additional advice from Goulston.
- An excerpt from Chapter One of Goulston’s Just Listen: Discover the Secret to Getting Through to Just About Anyone.
- The YouTube video below in which Goulston discusses an experience in which he learned a lot about dealing with difficult people.