Handling a Difficult Customer

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.

LevelAll levels
Price€ 49.90   € 39.90
Access365 days
LanguageEnglish
Audio lessonsNo
Commitment4 h
CertificateYes, PDF

Syllabus

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

Basic information

LevelAll levels
Price€ 49.90   € 39.90
Access365 days
LanguageEnglish
Audio lessonsNo
Commitment4 h
CertificateYes, PDF

Customer information

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Order summary

CourseTotal
Handling a Difficult Customer39.90
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This course is included in:

Customer Care Specialist Diploma
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