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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.

Online Course / Classroom Training


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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 skill set including in-person and over the phone techniques, addressing complaints, and generating return business.

Handling a Difficult Customer > Course Outline:

Housekeeping Items
Pre-Assignment Review
Workshop Objectives
The Parking Lot
Action Plan

Be Grateful
Keep Your Body Healthy
Focus on Positive Thoughts
Invoke Inner Peace
Case Study
Module Two: Review Questions

Unhappiness with Your Job
Feeling Underappreciated
Not Well-Rested
Case Study
Module Three: Review Questions

Office Furniture Not Ergonomically Sound
High Noise Volume in the Office
Rift with Co-Workers
Demanding Supervisor
Case Study
Module Four: Review Questions

What is Transactional Analysis?
Case Study
Module Five: Review Questions

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

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

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

Who are Angry
Who Are Rude
With Different Cultural Values
Who Cannot Be Satisfied
Case Study
Module Nine: Review Questions

Angry Customer
Rude Customer
Culturally Diverse Customer
Impossible to Please Customer
Case Study
Module Ten: Review Questions

Call the Customer
Send the Customer an Email
Mail the Customer a Small Token
Handwritten or Typed Letter
Case Study
Module Eleven: Review Questions

Words From The Wise
Review Of The Parking Lot
Lessons Learned
Recommended Reading
Completion Of Action Plans And Evaluations


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