Course Overview
Course: Handling a Challenging 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 Challenging 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, participants will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.
Recommended Book
Course 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 Outline
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Module One: Getting Started - Course Objectives
- 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 Course
- Lessons Learned
- Recommended Reading
- Completion Of Action Plans And Evaluations
Duration: 2-3 hours
Target Audience: All
Price: FREE
NOTE: To qualify for your official BestCorporateAcademy certificate you must study and complete all modules and score 80% or higher before you can purchase your certificate.