In some workplaces, employees need to deal with really difficult customers or clients - often for lengthy periods of time. Psychologist Peter Quarry explains the reasons they are being difficult and how to find alternative ways to effectively deal with them. Topics in this program include alternative ways to manage, the services that are provided, and wrapping up difficult customer interactions effectively.

Encoded with permission for digital streaming by Infobase on October 07, 2012. Learn360 is distributed by Infobase for Films for the Humanities & Sciences, Cambridge Educational, Meridian Education, and Shopware.

Four Basic Strategies (2:49) -- Why Are They Being So Difficult? (3:24) -- Undo Our Automatic Reactions (2:20) -- What Service Can We Provide? (2:40) -- How Can You Wrap This Up? (2:12) -- Debrief and Get Support (1:32) -- Credits: Handling the Difficult Customer (0:34).