In this course, students will gain a valuable skill set to deal with difficult customers in various situations. This course may earn a Credly Badge.

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* Actual course outline may vary depending on offering center. Contact your sales representative for more information.

Learning Objectives

Upon successful completion of this course, students will be able to deal with difficult customers in a way that increases productivity and customer service, and decreases unhappy customers.

1

  • Getting Started

  • Housekeeping Items
    Pre-Assignment Review
    Workshop Objectives
    The Parking Lot
    Action Plan
2

  • The Right Attitude Starts with You

  • Be Grateful
    Keep Your Body Healthy
    Focus on Positive Thoughts
    Invoke Inner Peace
    Case Study
3

  • Internal Stress Management

  • Irritability
    Unhappiness with Your Job
    Feeling Underappreciated
    Not Well-Rested
    Case Study
4

  • External Stress Management

  • Office Furniture Not Ergonomically Sound
    High Noise Volume in the Office
    Rift with Co-Workers
    Demanding Supervisor
    Case Study
5

  • Transactional Analysis

  • What is Transactional Analysis?
    Parent
    Adult
    Child
    Case Study
6

  • Why are Some Customers Difficult?

  • They Have Truly Had a Bad Experience and Want to Vent
    They Have Truly Had a Bad Experience and Want Someone to be Held Accountable
    They Have Truly Had a Bad Experience and Want Resolution
    They Are Generally Unhappy
    Case Study
7

  • Dealing with the Customer Over the Phone

  • Listen to the Customer's Complaint
    Build Rapport
    Do Not Respond with Negative Words or Emotion
    Offer a Verbal Solution to Customer
    Case Study
8

  • Dealing with the Customer In Person

  • Listen to the Customer's Complaint
    Build Rapport
    Responding with Positive Words and Body Language
    Besides Words, What to Look For?
    Case Study
9

  • Sensitivity in Dealing with Customers

  • Who are Angry
    Who Are Rude
    With Different Cultural Values
    Who Cannot Be Satisfied
    Case Study
10

  • Scenarios of Dealing with a Difficult Customer

  • Angry Customer
    Rude Customer
    Culturally Diverse Customer
    Impossible to Please Customer
    Case Study
11

  • Customer Once You Have Addressed Their Complaint

  • Call the Customer
    Send the Customer an Email
    Mail the Customer a Small Token
    Handwritten or Typed Letter
    Case Study
12

  • Wrapping Up

  • Words From The Wise
    Review Of The Parking Lot
    Lessons Learned
    Recommended Reading
    Completion Of Action Plans And Evaluations

Audience

This course is intended for individuals who desire to become more skilled at handling difficult customers.

Language

English

Prerequisites

There are no rerequisites for this course.

$435

Length: 1.0 day (8 hours)

Level:

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Course Schedule:

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