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Handling a Difficult Customer

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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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.

 

Course Details

Course Outline

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

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

    Who is it For?

    Target Audience

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

    Handling a Difficult Customer

    Call
    Course Length : 1 Day

    There are currently no scheduled dates for this course. Please contact us for more information.

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