Category Archive: For Frontline Staff Who Deal With Difficult Government Customers


Introduction To Our Free Video Tutorials – Dealing With Irate Government Customers

This is the introduction to our new video based series on dealing with irate government clients and customers. It’s set up so you can interact, do exercises, etc based on the videos, OR, if you choose you can simply sit back and listen or watch. It’s all up to you. These videos are FREE to …

Continue reading »


Dealing With Customer Service Interactions When There’s An Audience (Book Excerpt)

The following is a brief excerpt taken from The Defusing Hostile Customers Workbook For The Public Sector. It addresses situations where there is an audience  — other people either watching the interaction, or people accompanying the prime customer. In both cases an audience can increase the difficulty in addressing customer concerns. Introduction To Audience Effects …

Continue reading »