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Handling A Challenging Customer

Handling A Challenging Customer

US$36.78 Add to Cart Enroll Now

Description

Customer service is a necessary position in the job world today.  It helps companies give customers what they want and what they need. Although many customers can be difficult, with the right training, skills, and knowledge, any difficult customer can be handled properly and effectively.  With a positive attitude, your employee can effectively deal with the most difficult customers and both parties can end the conversation satisfied.

With The Handing A Challenging Customer course, you will learn how engaging customers properly can benefit both the employee and customer. Effective customer service can change a company’s reputation for the better.  Through this course, you will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.

Course Curriculum

  • Introduction
    • Course Objectives ..
  • Module 1
    • The Right Attitude Starts with You ..
    • Be Grateful ..
    • Make Gratitude a Habit ..
    • Keep Your Body Healthy ..
    • Invoke Inner Peace ..
    • Knowledge Check ..
  • Module 2
    • Stress Management (Internal Stressors) ..
    • Irritability ..
    • Unhappiness With Your Job ..
    • Feeling Underappreciated ..
    • Not Well Rested ..
    • Knowledge Check ..
  • Module 3
    • Stress Management (External Stressors) ..
    • Manage Your Work Space ..
    • Loud Work Environment ..
    • Co-Worker Relations ..
    • Demanding Supervisor ..
    • Knowledge Check ..
  • Module 4
    • Transactional Analysis ..
    • What is Transactional Analysis ..
    • Parent ..
    • Child ..
    • Adult ..
    • Knowledge Check ..
  • Module 5
    • Why Are Some Customers Difficult ..
    • They Have Truly Had a Bad Experience and Want to Vent ..
    • Want Someone to be Held Accountable ..
    • They Have Truly Had a Bad Experience and Want Resolution ..
    • They are Generally Unhappy ..
    • Knowledge Check ..
  • Module 6
    • 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 Your Customer ..
    • Knowledge Check ..
  • Module 7
    • Dealing With the Customer In Person ..
    • Listen to the Customer’s Concerns ..
    • Build Rapport ..
    • Respond with Positive Words and Body Language ..
    • Aside From Words ..
    • Knowledge Check ..
  • Module 8
    • Sensitivity in Dealing with Customers ..
    • Customers Who are Angry ..
    • Customers Who are Rude ..
    • Customers with Different Cultural Values ..
    • Customers Who Cannot be Satisfied ..
    • Knowledge Check ..
  • Module 9
    • Scenarios of Dealing with a Difficult Customer ..
    • Angry Customer ..
    • Rude Customer ..
    • A Customer From Another Culture ..
    • An Impossible to Please Customer ..
    • Knowledge Check ..
  • Module 10
    • Following up With a Customer Once You Have Addressed Their Issue ..
    • Call the Customer ..
    • Send the Customer an Email ..
    • Mail the Customer a Small Token ..
    • Snail-Mail a Handwritten or Typed Letter ..
    • Knowledge Check ..
  • Assessment
    • Post Test ..