Course Description
In this course, students will gain a valuable skill set to deal with difficult customers in various situations.
Course Objectives
Upon successful completion of this course, students will be able to deal with difficult customers in a way that increases productivity and customer service, and decreases unhappy customers.
Course Outline
1 - GETTING STARTED
- Housekeeping Items
- Pre-Assignment Review
- Workshop Objectives
- The Parking Lot
- Action Plan
2 - THE RIGHT ATTITUDE STARTS WITH YOU
- Be Grateful
- Keep Your Body Healthy
- Focus on Positive Thoughts
- Invoke Inner Peace
- Case Study
3 - INTERNAL STRESS MANAGEMENT
- Irritability
- Unhappiness with Your Job
- Feeling Underappreciated
- Not Well-Rested
- Case Study
4 - EXTERNAL STRESS MANAGEMENT
- Office Furniture Not Ergonomically Sound
- High Noise Volume in the Office
- Rift with Co-Workers
- Demanding Supervisor
- Case Study
5 - TRANSACTIONAL ANALYSIS
- What is Transactional Analysis?
- Parent
- Adult
- Child
- Case Study
6 - 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
7 - 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
8 - 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
9 - SENSITIVITY IN DEALING WITH CUSTOMERS
- Who are Angry
- Who Are Rude
- With Different Cultural Values
- Who Cannot Be Satisfied
- Case Study
10 - SCENARIOS OF DEALING WITH A DIFFICULT CUSTOMER
- Angry Customer
- Rude Customer
- Culturally Diverse Customer
- Impossible to Please Customer
- Case Study
11 - 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
12 - WRAPPING UP
- Words From The Wise
- Review Of The Parking Lot
- Lessons Learned
- Recommended Reading
- Completion Of Action Plans And Evaluations
There are no prerequisites for this course.
Course Information
Length: 1 day
Format: Lecture and Lab
Delivery Method: n/a
Max. Capacity: 16
Schedule
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