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Handling a Difficult Customer

STUDENTS ENROLLED

    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

    • Training Objectives

    • Be Grateful
    • Keep Your Body Healthy
    • Focus on Positive Thoughts
    • Invoke Inner Peace
    • Case Study

  • Irritability
  • Unhappiness with Your Job
  • Feeling Underappreciated
  • Not Well-Rested
  • Case Study

  • Office Furniture Not Ergonomically Sound
  • High Noise Volume in the Office
  • Rift with Co-Workers
  • Demanding Supervisor
  • Case Study

  • What is Transactional Analysis?
  • Parent
  • Adult
  • Child
  • Case Study

  • 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

  • Listen to the Customer’s Complaint
  • Build Rapport
  • Do Not Respond with Negative Words or Emotion
  • Offer a Verbal Solution to Customer
  • Case Study

  • Listen to the Customer’s Complaint
  • Build Rapport
  • Responding with Positive Words and Body Language
  • Besides Words, What to Look For?
  • Case Study

  • Who are Angry
  • Who Are Rude
  • With Different Cultural Values
  • Who Cannot Be Satisfied
  • Case Study

  • Angry Customer
  • Rude Customer
  • Culturally Diverse Customer
  • Impossible to Please Customer
  • Case Study

  • Call the Customer
  • Send the Customer an Email
  • Mail the Customer a Small Token
  • Handwritten or Typed Letter
  • Case Study

  • Lessons Learned
  • Completion of Action Plans and Evaluation
  • Course Curriculum

    Module 00:00:00

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    TAKE THIS COURSE
    • 70,000.00 19,999.00
    • 180 Days

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