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

By utilizing our Handling a Difficult Customer workshop your 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.

Module One: Getting Started
  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • 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 Parking Lot
                                                                                                    • Lessons Learned
                                                                                                    • Recommended Reading
                                                                                                    • Completion Of Action Plans And Evaluations


                                                                                                    Handling a Difficult Customer

                                                                                                    • $52.99

                                                                                                    • Ex Tax:$52.99

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