Handling a Difficult Customer
Who Should Attend
This course is intended for individuals who desire to become more skilled at handling difficult customers.
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.
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
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Select a start date for your 1 Day course
This course begins at 9:00 Eastern
And ends at 17:00 Eastern
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