Handling a Difficult Customer

MC233

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Customer service is a prime 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,learners can effectively deal with the most challenging customers, and both parties can end the conversation satisfied.

Wouldn’t the world be a great place if every customer was a pleasure to deal with? We all know that is a fantasy land. So what is the best way to handle a difficult customer? Through ouronline Handling a Difficult Customer training course, learners will learn stress management skills, how to build rapport, and recognising specific body language.

Learners will see an increase in customer service, productivity, and a decrease in unhappy customers.Learners will be provided with a robust skillset, including in-person and over the phone techniques, addressing complaints, and generating return business.

With this training course,learners 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 our comprehensive Handling a Difficult Customer, learners will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.

The learning outcomes of this online Handling a Difficult Customer training course are to:

Cultivate a positive attitude
Manage internal and external stress
Develop abilities to listen actively and empathise
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.

This course is suitable for those who want toimprove positive ways on how to react to negative customers and leave the customer satisfied and as a returning customer increasing excellent customer service, productivity, and a decrease in unhappy customers.

Module One: Getting Started

Housekeeping Items
Pre-Assignment Review
Workshop Objectives
The Parking Lot
Action Plan

Module Two: The Right Attitude Starts with You

Be Grateful
Keep Your Body Healthy
Focus on Positive Thoughts
Invoke Inner Peace
Case Study
Module Two: Review Questions

Module Three: Internal Stress Management

Irritability
Unhappiness with Your Job
Feeling Underappreciated
Not Well-Rested
Case Study
Module Three: Review Questions

Module Four: External Stress Management

Office Furniture Not Ergonomically Sound
High Noise Volume in the Office
Rift with Co-Workers
Demanding Supervisor
Case Study
Module Four: Review Questions

Module Five: Transactional Analysis

What is Transactional Analysis?
Parent
Adult
Child
Case Study
Module Five: Review Questions

Module Six: 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
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 Customer
Case Study
Module Seven: Review Questions

Module Eight: 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
Module Eight: Review Questions

Module Nine: Sensitivity in Dealing with Customers

Who are Angry
Who Are Rude
With Different Cultural Values
Who Cannot Be Satisfied
Case Study
Module Nine: Review Questions

Module Ten: Scenarios of Dealing with a Difficult Customer

Angry Customer
Rude Customer
Culturally Diverse Customer
Impossible to Please Customer
Case Study
Module Ten: Review Questions

Module Eleven: Following up With a 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
Module Eleven: Review Questions

Module Twelve: Wrapping Up

Words From The Wise
Review Of The Parking Lot
Lessons Learned
Recommended Reading
Completion Of Action Plans And Evaluations

Presentation & Slides
Audio Visual Aids
Interactive Discussion
Participatory Exercise
Action Learning
Class Activities
Case Studies
Workshops
Simulation

Terms & Conditions

ACTrain reserves the right to alter the Course Schedule without Prior Notification, Fees Quoted are Subject to Terms & Conditions Outlined in ACTrain's Registration Policy