Do’s and Don’ts in Effectively Dealing with Difficult Customers

Difficult customers can be much more than just an occasional irritation. They can damage the reputation of a laboratory, take up a lot more time than the average customer, and can disrupt operations. Difficult customers are varied in how they deal with problems and the laboratory. Inter-personal skills in speaking, listening, negotiating, and other areas are needs that fall outside of the skill set of the laboratory scientist. Reaching agreement on work schedule, the work process, prioritization, the means of reporting, and other important issues must be done with a higher degree of effort and detail than for the typical customer. This webinar will describe how to accomplish these and the skills needed to do this.

Areas Covered in the Session :

  • Better communication – listening, speaking and responding, feedback, and continuous efforts
  • Aims and motivations of the customer?
  • A personalized approach
  • How to get feedback and how to keep going

Learning Objectives:

  • Learn how to get away from the mentality that one protocol fits everyone’s needs
  • Learn how to listen better to understand the customer’s feelings and perspective
  • Learn how to use what is learned by listening to create a different approach
  • Learn how to use your voice and body language to ease tensions and create better harmony
  • Learn phrases to calm your customer and create a partnership
  • Learn how to inform your customers, how to get useful feedback, and how to maintain a good relationship


Dr. John C. Fetzer

Dr. John C. Fetzer has been doing liquid chromatographic method development for over 35 years. His PhD was in studies of various types of chromatography. He has authored or co-authored over 50 papers on LC separations, has served on the advisory boards of the Journal of Chromatography, Analytical Chemistry, and Analytical and Bioanalytical Chemistry. He supervised the Good Laboratory Practices accreditation of a large research chromatography laboratory and has taught numerous short courses on GLP and ISO 17025 compliance.

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  • Login Information with Password to join the session, 24 hours prior to the webinar
  • Presentation Handout in .pdf format
  • Presentation from the Speaker
  • Feedback form
  • Certificate of Attendance
  • Recording access Information with Password to view the webinar, will be sent 24 hours after the completion of the Live webinar.
  • Presentation Handout in .pdf format
  • Certificate of Attendance