Handling a Difficult Customer
Course Objectives
Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. With that in mind, let’s review our goals for this course
At the end of this training, participants should be able to:
- Cultivate a positive attitude
- Manage internal and external stress
- Develop abilities to listen actively and empathize
- Build rapport with customers in person and over the phone
- Understand the diverse challenges posed by customers
- Develop strategies to adapt to challenging circumstances
Table of Contents
Module Two: The Right Attitude Starts with You.
Module Three: Stress Management (Internal Stressors)
Module Four: Stress Management (External Stressors)
Module Five: Transactional Analysis.
Module Six: Why are Some Customers Difficult
Module Seven: Dealing with the Customer Over the Phone.
Module Eight: Dealing with the Customer In-Person
Module Nine: Sensitivity in Dealing with Customers.
Module Ten: Scenarios of Dealing with a Difficult Customer
Module Eleven: Following up With a Customer Once You Have Addressed Their Issue.
