Then of course there's the people who are genuinely upset about being treated like stupid, lying, cheating, stealing cattle and have had a negative experience because of some employee, who doesn't give a fig, treating them like lying, cheating, stealing cattle with money to be relieved of. This is where it becomes useful to have employees who can, off the cuff, analyze the difficult person(s) and correctly determine which category the person(s) belong in, and acting accordingly. --- On Mon, 6/8/09, Jon Pruente <jdpruente@gmail.com> wrote:

From: Jon Pruente <jdpruente@gmail.com> Subject: Re: "How do you deal with difficult people?" To: "Kclug" <kclug@kclug.org> Date: Monday, June 8, 2009, 7:59 PM If there's anything I've learned, the customer is NOT always right.  Quite often they are lying, cheating, stealin' low-lifes that need to be taken care of before they cause a scene.  A clerk or associate can't please everyone because some people aren't there to get thigns set right, they are there to take advange of the situation.

Jon.