BUY COURSE NOW - online self directed

Through our workshop Handling a Difficult Customer, participants will learn how to deal with challenging customer interactions, through developing stress management skills, learning how to build rapport, and recognizing body language. By utilizing these techniques, participants may begin to see an increase in customer service, productivity, and a decrease in unhappy customers. Participants will be provided with a strong skill set, including in-person and over the phone techniques, learning how to address complaints, and effective ways to generate return business.

*This course pairs well with Customer Service for customer relationship professionals

Course Objectives:

• Cultivate a positive attitude
• Manage internal and external stress
• Develop abilities to listen actively and empathize
• Build a rapport with customers in person and over the phone
• Understand the diverse challenges posed by customers
• Develop strategies to adapt to challenging circumstances

Course Outline:



Handling a Difficult Customer

Module One: The Right Attitude Starts with You

• Engage in Gratitude

• Keep Your Body Healthy

• Focus on Positive Thoughts

• Invoke Inner Peace

• Case Study

• Module One: Review Questions

Module Two: Internal Stress Management

• Irritability

• Unhappiness with Your Job

• Feeling Underappreciated

• Not Well-Rested

• Case Study

• Module Two: Review Questions

Module Three: External Stress Management

• Manage your Workspace

• High Noise Volume

• Collaborating with others

• Demanding Supervisor

• Case Study

• Module Three: Review Questions

Module Four: Transactional Analysis

• What is Transactional Analysis?

• Parent

• Adult

• Child

• Case Study

• Module Four: Review Questions

Module Five: Why are Some Customers Difficult?

• Reason #1

• Reason #2

• Reason #3

• Reason #4

• Case Study

• Module Five: Review Questions

Module Six: Dealing with the Customer Over the Phone

• Listen

• Build Rapport

• How to Respond

• Offer a Solution

• Case Study

• Module Six: Review Questions

Module Seven: Dealing with the Customer In Person

• Listen

• Build Rapport

• How to Respond

• What to Look For

• Case Study

• Module Seven: Review Questions

Module Eight: Sensitivity in Dealing with Customers

• …who are Angry

• …who Are Rude

• …with Different Values

• …who Cannot Be Satisfied

• Case Study

• Module Eight: Review Questions

Module Nine: Scenarios of Dealing with a Difficult Customer

• Angry Customer

• Rude Customer

• Understanding Differences

• Impossible to Please

• Case Study

• Module Nine: Review Questions

Module Ten: Following up With a Customer After a Complaint

• Phone call

• Email

• Small Token

• Letter

• Case Study

• Module Ten: Review Questions

Module Eleven: Assignment Review / Wrap Up