Internal Customers

At a workshop for city council employees I invited participants to share moments when they have had difficulty responding to abusive or distressed customers. They immediately focused on internal customers and proceeded to give examples of interactions with fellow workers which they found difficult.

We explored ways of responding and gaining confidence to deal effectively with many types of difficult people including ‘passive aggressive’ and outright rude colleagues as well as difficult customers.

Those involved could see that the same principles applied to anyone who was upset, angry or just plain difficult.