Completion requirements
Click on the 'Add a new topic' below and type in your answers to the following:
Choose ONE scenario and answer the following questions:
- Type of difficult person
- Response
You sit at the enquiry desk of an insurance company. Martha comes striding up to your desk, her face red. She bangs her fist on the table and shouts “I am sick of this company! I’ve had enough!” She then proceeds to dump a pile of shredded paper out of a large bag on the floor and says “You say you need the paperwork – well here it is!”
You work in a car repair garage and a customer has called you about an account. You go through each item on the account to explain how the bill is made up, but during the conversation the customer interrupts constantly with words like:
- Listen, don’t try to trick me. I used to be an accountant.
- I know that you people are out to get me and my money.
- Look, you can’t fool me about the cost of spare parts. You’ve added at least 500% to the cost.
- All you repair people are cheats.
You are fielding calls for the CEO of the company who has given strict instructions not to be disturbed except in an absolute emergency. You pick up the phone and hear:
Difficult Customer: Hello, I’d like to speak to Mrs Arden. Put me through please.
You: I am sorry but Mrs Arden has asked not to be disturbed. May I let her know who is calling?
Difficult Customer: I am her best friend so you’d better put me through now!
You: But … but Mrs Arden has given strict instructions not to be disturbed.
Difficult Customer: Don’t be ridiculous. She obviously doesn’t mind speaking to me.
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