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HANDLING-CUSTOMER
Handling a Difficult Customer
Designed for sales professionals, this course focuses on how to handle the difficult customers along with managing stress; dealing with customers on phone or in person; sensitivity to be applied in dealing and following up with customers; and much more. The course will help the professionals in building understanding with the customer, using appropriate words with customers, satisfying the customers, and so on.
Self-paced · 1 year access 4.4/5 (51 Reviews)
01 / Lessons & labs
See exactly what you will learn and practice
Lessons
13 Interactive Lessons · 55 topics01 Module One: Getting Started 1 topics +
- Workshop Objectives
02 Module Two: The Right Attitude Starts with You 5 topics +
- Be Grateful
- Make Gratitude a Habit
- Keep Your Body Healthy
- Invoke Inner Peace
- Case Study
03 Module Three: Stress Management (Internal Stressors) 5 topics +
- Irritability
- Unhappiness With Your Job
- Feeling Underappreciated
- Not Well Rested
- Case Study
04 Module Four: Stress Management (External Stressors) 5 topics +
- Manage Your Work Space
- Loud Work Environment
- Co-Worker Relations
- Demanding Supervisor
- Case Study
05 Module Five: Transactional Analysis 5 topics +
- What is Transactional Analysis
- Parent
- Child
- Adult
- Case Study
06 Module Six: Why are Some Customers Difficult 5 topics +
- 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
- Case Study
07 Module Seven: Dealing with the Customer Over the Phone 5 topics +
- Listen to the Customer's Complaint
- Build Rapport
- Do Not Respond with Negative Words or Emotion
- Offer a Verbal Solution to Your Customer
- Case Study
08 Module Eight: Dealing with the Customer In Person 5 topics +
- Listen to the Customer's Concerns
- Build Rapport
- Respond with Positive Words and Body Language
- Aside from Words
- Case Study
09 Module Nine: Sensitivity in Dealing with Customers 5 topics +
- Customers who are Angry
- Customers who are Rude
- Customers with Different Cultural Values
- Customers who Cannot be Satisfied
- Case Study
10 Module Ten: Scenarios of Dealing with a Difficult Customer 5 topics +
- Angry Customer
- Rude Customer
- A Customer from Another Culture
- An Impossible to Please Customer
- Case Study
11 Module Eleven: Following up With a Customer Once You Have Addressed Their Issue 5 topics +
- Call the Customer
- Send the Customer an Email
- Mail the Customer a Small Token
- Snail-Mail a Handwritten or Typed Letter
- Case Study
12 Module Twelve: Wrapping Up 3 topics +
- Words from the Wise
- Lessons Learned
- Completion of Action Plans and Evaluations
13 Appendix A 1 topics +
- Handling a Challenging Customer
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