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
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
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