1. Understand the difficult customer.
• Look at the customer with new eyes.
• Adopt the customer's perspective.
• Identify what the customer really wants.

2. Respond to the customer.
• Earn the customer's confidence.
• Manage her own emotions.
• Deal with the customer's emotions.
• Communicate effectively.
• Develop win-win solutions.

3. Secure future business.
• Follow through on resolution and prevention.
• Build a lasting relationship.

1. Use proper telephone skills
• Understand the equipment.
• Manage his voice and diction.
• Take appropriate messages.
• Make successful outbound calls.

2. Manage the discussion
• Listen to the customer.
• Create a win/win situation.
• Handle the different caller behaviors.

3. Focus on customer satisfaction
• Develop a positive attitude.
• Find out what the customer wants.
• Manage customer perceptions.