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Handling Difficult People for Security Officers
Lesson 1
The Right Attitude start with you
Be Grateful
Make Gratitude a Habit
Keep Your Body Healthy
Invoke Inner Peace
Lesson 2
Stress Management (Internal Stressors)
Irritability
Unhappiness With Your Job
Feeling Underappreciated
Not Well Rested
Lesson 3
Stress Management (External Stressors)
Manage Your Work Space
Loud Work Environment
Co-Worker Relations
Demanding Supervisor
Lesson 4
Why are Some Customers Difficult
They Have Truly Had a Bad Experience and Want to Vent
Want Someone to be Held Accountable
They Have Truly Had a Bad Experience and Want Resolution
They are Generally Unhappy
Lesson 5
Dealing with the Customer Over the Phone
Listen to the Customer’s Complaint
Build Rapport
Do Not Respond with Negative Words or Emotion
Offer a Verbal Solution to Your Customer
Lesson 6
Dealing with the Customer In Person
Listen to the Customer’s Concerns
Build Rapport
Respond with Positive Words and Body Language
Aside from Words
Lesson 7
Sensitivity in Dealing with Customers
Customers who are Angry
Customers who are Rude
Customers with Different Cultural Values
Customers who Cannot Be Satisfied
Want Someone to be Held Accountable
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