Which sequence represents the correct order of the first three steps to dealing with a difficult customer?

• A. Identify the customer and type; Recognize your own feelings; Remain Calm
• B. Recognize your own feelings; Identify the customer; Remain Calm
• C. Remain Calm; Identify the customer; Recognize your own feelings
• D. Identify the customer and type; Remain Calm; Recognize your own feelings

Answer: (A)

Identifying the customer and the type of interaction sets the context for how you should respond. Knowing who you’re dealing with and what they’re after helps tailor your approach and choose the right level of support and tone. Once you’ve established that, you can check in with your own feelings to understand your initial reaction and prevent letting emotions drive your response. With awareness of both the situation and your emotions, you can stay calm and respond in a controlled, professional way that diffuses tension and communicates clearly. Starting with awareness of the customer helps ensure your subsequent self-awareness and calmness are directed and effective; jumping ahead to calm or to emotions before knowing who you’re dealing with can lead to a less targeted or reactive approach.