1 - Getting Started
Housekeeping ItemsPre-Assignment ReviewWorkshop ObjectivesThe Parking LotAction Plan
2 - The Right Attitude Starts with You
Be Grateful Keep Your Body HealthyFocus on Positive ThoughtsInvoke Inner Peace Case Study
3 - Internal Stress Management
IrritabilityUnhappiness with Your JobFeeling UnderappreciatedNot Well-RestedCase Study
4 - External Stress Management
Office Furniture Not Ergonomically SoundHigh Noise Volume in the OfficeRift with Co-WorkersDemanding SupervisorCase Study
5 - Transactional Analysis
What is Transactional Analysis?Parent AdultChildCase Study
6 - Why are Some Customers Difficult?
They Have Truly Had a Bad Experience and Want to VentThey Have Truly Had a Bad Experience and Want Someone to be Held AccountableThey Have Truly Had a Bad Experience and Want ResolutionThey Are Generally UnhappyCase Study
7 - Dealing with the Customer Over the Phone
Listen to the Customer’s ComplaintBuild RapportDo Not Respond with Negative Words or EmotionOffer a Verbal Solution to CustomerCase Study
8 - Dealing with the Customer In Person
Listen to the Customer’s ComplaintBuild Rapport Responding with Positive Words and Body LanguageBesides Words, What to Look For?Case Study
9 - Sensitivity in Dealing with Customers
Who are AngryWho Are RudeWith Different Cultural ValuesWho Cannot Be SatisfiedCase Study
10 - Scenarios of Dealing with a Difficult Customer
Angry CustomerRude CustomerCulturally Diverse CustomerImpossible to Please CustomerCase Study
11 - Customer Once You Have Addressed Their Complaint
Call the CustomerSend the Customer an EmailMail the Customer a Small TokenHandwritten or Typed LetterCase Study
12 - Wrapping Up
Words From The WiseReview Of The Parking LotLessons LearnedRecommended ReadingCompletion 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?
This course is intended for individuals who desire to become more skilled at handling difficult customers.