HANDLING A DIFFICULT CUSTOMER

Language: English

Instructors: Thrive Online Learning Center

$499 70.14% OFF

$149

Why this course?

Description

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 workshop, participants will learn stress management skills, how to build rapport, and recognizing certain body language.

By utilizing our Handling a Difficult Customer workshop participants will see an increase in customer service, productivity, and a decrease in unhappy customers. Your participants will be provided a strong skillset including in-person and over-the-phone techniques, addressing complaints, and generating return business.

HANDLING A DIFFICULT CUSTOMER OUTLINE:

Pre-Assignment Review
Workshop 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
Lessons Learned
Recommended Reading
Completion Of Action Plans And Evaluations

Course Curriculum

How to Use

After successful purchase, this item would be added to your courses.You can access your courses in the following ways :

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