Description

Duration

1 Days

6 CPD hours

This course is intended for

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

Overview

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.

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

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

Course Images

Handling a Difficult Customer

By Nexus Human

Booking options

Highlights

Description

About The Provider

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