On theGood Read this week dave chats with customer service specialist and author, Monique Richardson about her  new book, Managing Difficult Customer Behaviour: A Practical Guide for Confident Conversations, Monique draws upon over 20 years’ experience to provide a practical guide for frontline teams to handle customers with confidence and skill. The book is full of tips and techniques to help create positive customer experiences and manage challenging customer interactions. Through anecdotes and easy to follow tactics, Monique empowers managers and team members to remain confident and professional during tricky conversations.



Statistics show that around 88 percent of retail staff have experienced some sort of abuse by aggressive customers during COVID-19. As Australia continues to re-open the economy in the lead up to Christmas, retailers will have to learn to deal with unpredictable customers, but need to be armed with the skills to manage those out of line, says customer service specialist and author, Monique Richardson.


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“Customer service has always involved managing difficult behaviour, but those on the frontline often find themselves on the receiving end of verbal and physical abuse with little insight into how to effectively manage the conflict.” She says.  “Trying times often bring out the worst (and best) in people, but if you manage tough customers effectively you can still deliver quality customer experiences.”