Programming & Development

Handling a Difficult Customer

Introduction:

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

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

Course 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.

Course Outline:

Housekeeping Items
Pre-Assignment Review
Workshop Objectives
The Parking Lot
Action Plan
Be Grateful
Keep Your Body Healthy
Focus on Positive Thoughts
Invoke Inner Peace
Case Study
Irritability
Unhappiness with Your Job
Feeling Underappreciated
Not Well-Rested
Case Study
Office Furniture Not Ergonomically Sound
High Noise Volume in the Office
Rift with Co-Workers
Demanding Supervisor
Case Study
What is Transactional Analysis?
Parent
Adult
Child
Case Study
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
Listen to the Customer’s Complaint
Build Rapport
Do Not Respond with Negative Words or Emotion
Offer a Verbal Solution to Customer
Case Study
Listen to the Customer’s Complaint
Build Rapport
Responding with Positive Words and Body Language
Besides Words, What to Look For?
Case Study
Who are Angry
Who Are Rude
With Different Cultural Values
Who Cannot Be Satisfied
Case Study
Angry Customer
Rude Customer
Culturally Diverse Customer
Impossible to Please Customer
Case Study
Call the Customer
Send the Customer an Email
Mail the Customer a Small Token
Handwritten or Typed Letter
Case Study
Words From The Wise
Review Of The Parking Lot
Lessons Learned
Recommended Reading
Completion Of Action Plans And Evaluations

Enroll in this course

$395.00

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