Handling a Difficult Customer

Course Description

At first glance, handling a difficult customer may seem like a thankless job. Fortunately, you can develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life. By improving the focus of your thoughts and feelings, how you manage stress, and how well you listen to and empathize with others, you will be better able to meet the challenges other people pose in both your professional and personal life. Objectives • Cultivate a positive attitude • Manage internal and external stress • Develop abilities to listen actively and empathize • Build a rapport with customers in person and over the phone • Understand the diverse challenges posed by customers • Develop strategies to adapt to challenging circumstances Course Contents: • The Right Attitude Starts with You • Be Grateful • Make Gratitude a Habit • Keep Your Body Healthy • Invoke Inner Peace • Stress Management (Internal Stressors) • Irritability • Unhappiness With Your Job • Feeling Underappreciated • Not Well Rested • Stress Management (External Stressors) • What is Transactional Analysis • 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 • 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 • Dealing with the Customer In Person • Listen to the Customer’s Concerns • Respond with Positive Words and Body Language • Aside from Words • Sensitivity in Dealing with Customers • Customers who are Angry • Customers who are Rude • Customers with Different Cultural Values • Customers who Cannot be Satisfied • Scenarios of Dealing with a Difficult Customer • Following up With a Customer Once You Have Addressed Their Issue • Call the Customer • Send the Customer an Email • Mail the Customer a Small Token • Snail-Mail a Handwritten or Typed Letter • Words from the Wise What You Will Get When Enrolling? 1. Course PowerPoint Presentation 2. Training Manual 3. Training Audios 4. Training Videos 5. Course Activities 6. Case Studies On Completion Book for a Free Course Assessment Session and receive Your Course Certificate