Customer service is a necessary position in the job world today. It helps companies give customers what they want and what they need. Although many customers can be difficult, with the right training, skills, and knowledge, any difficult customer can be handled properly and effectively. With a positive attitude, your employee can effectively deal with the most difficult customers and both parties can end the conversation satisfied.
With the Handing A Difficult Customer course, participants will learn how engaging customers properly can benefit both the employee and customer. Effective customer service can change a company’s reputation for the better. Through this course, your participants will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.
| Level | All levels |
| Price | € 49.90 € 39.90 |
| Access | 365 days |
| Language | English |
| Audio lessons | No |
| Commitment | 4 h |
| Certificate | Yes, PDF |
| Module One: Getting Started |
| Introduction |
| Course Objectives |
| Module Two: The Right Attitude Starts with You |
| Be Grateful |
| Make Gratitude a Habit |
| Keep Your Body Healthy |
| Invoke Inner Peace |
| Case Study |
| Module Two: Review Questions |
| Module Three: Stress Management (Internal Stressors) |
| Unhappiness With Your Job |
| Irritability |
| Feeling Underappreciated |
| Not Well Rested |
| Case Study |
| Module Three: Review Questions |
| Module Four: Stress Management (External Stressors) |
| Loud Work Environment |
| Manage Your Work Space |
| Co-Worker Relations |
| Demanding Supervisor |
| Case Study |
| Module Four: Review Questions |
| Module Five: Transactional Analysis |
| What is Transactional Analysis |
| Parent |
| Child |
| Adult |
| Case Study |
| Module Five: Review Questions |
| Module Six: Why are Some Customers Difficult |
| They Have Truly Had a Bad Experience and Want to Vent |
| Want Someone to be Held Accountable |
| They Have Truly Had a Bad Experience and Want Resolution |
| They are Generally Unhappy |
| Case Study |
| Module Six: Review Questions |
| Module Seven: 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 Your Customer |
| Case Study |
| Module Seven: Review Questions |
| Module Eight: Dealing with the Customer In Person |
| Listen to the Customer’s Concerns |
| Build Rapport |
| Respond with Positive Words and Body Language |
| Aside from Words |
| Case Study |
| Module Eight: Review Questions |
| Module Nine: Sensitivity in Dealing with Customers |
| Customers who are Angry |
| Customers who are Rude |
| Customers with Different Cultural Values |
| Customers who Cannot be Satisfied |
| Case Study |
| Module Nine: Review Questions |
| Module Ten: Scenarios of Dealing with a Difficult Customer |
| Angry Customer |
| Rude Customer |
| A Customer from Another Culture |
| An Impossible to Please Customer |
| Case Study |
| Module Ten: Review Questions |
| Module Eleven: Following up |
| Following up With a Customer Once You Have Addressed Their Issue |
| Case Study |
| Module Eleven: Review Questions |
| Module Twelve: Wrapping Up |
| Wrapping Up |
| How to get your Diploma |
| Action Plan |
| Level | All levels |
| Price | € 49.90 € 39.90 |
| Access | 365 days |
| Language | English |
| Audio lessons | No |
| Commitment | 4 h |
| Certificate | Yes, PDF |
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