Handling a Difficult Customer
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 our training your participants will learn stress management skills, how to build rapport, and recognizing certain body language.
By utilizing our Handling a Difficult Customer training your participants will see an increase in customer service, productivity, and a decrease in unhappy customers. Your participants will be provided a strong skill set including in-person and over the phone techniques, addressing complaints, and generating return business.
Who should attend?
This course is for everyone
CURRICULUM
- Be Grateful
- Keep Your Body Healthy
- Focus on Positive Thoughts
- Invoke Inner Peace
- Case Study
IrritabilityUnhappiness with Your JobFeeling UnderappreciatedNot Well-RestedCase Study Office Furniture Not Ergonomically SoundHigh Noise Volume in the OfficeRift with Co-WorkersDemanding SupervisorCase Study What is Transactional Analysis?ParentAdultChildCase Study They Have Truly Had a Bad Experience and Want to VentThey Have Truly Had a Bad Experience and Want Someone to be Held AccountableThey Have Truly Had a Bad Experience and Want ResolutionThey Are Generally UnhappyCase Study Listen to the Customer’s ComplaintBuild RapportDo Not Respond with Negative Words or EmotionOffer a Verbal Solution to CustomerCase Study Listen to the Customer’s ComplaintBuild RapportResponding with Positive Words and Body LanguageBesides Words, What to Look For?Case Study Who are AngryWho Are RudeWith Different Cultural ValuesWho Cannot Be SatisfiedCase Study Angry CustomerRude CustomerCulturally Diverse CustomerImpossible to Please CustomerCase Study Call the CustomerSend the Customer an EmailMail the Customer a Small TokenHandwritten or Typed LetterCase Study Lessons LearnedCompletion of Action Plans and Evaluation 
