CIW

Handling a Difficult Customer

(HANDLING-CUSTOMER)
Lessons
TestPrep
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Skills You’ll Get

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1

Module One: Getting Started

  • Workshop Objectives
2

Module Two: The Right Attitude Starts with You

  • Be Grateful
  • Make Gratitude a Habit
  • Keep Your Body Healthy
  • Invoke Inner Peace
  • Case Study
3

Module Three: Stress Management (Internal Stressors)

  • Irritability
  • Unhappiness With Your Job
  • Feeling Underappreciated
  • Not Well Rested
  • Case Study
4

Module Four: Stress Management (External Stressors)

  • Manage Your Work Space
  • Loud Work Environment
  • Co-Worker Relations
  • Demanding Supervisor
  • Case Study
5

Module Five: Transactional Analysis

  • What is Transactional Analysis
  • Parent
  • Child
  • Adult
  • Case Study
6

Module Six: 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
  • Case Study
7

Module Seven: 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
  • Case Study
8

Module Eight: Dealing with the Customer In Person

  • Listen to the Customer's Concerns
  • Build Rapport
  • Respond with Positive Words and Body Language
  • Aside from Words
  • Case Study
9

Module Nine: Sensitivity in Dealing with Customers

  • 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

  • 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

  • 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

  • Words from the Wise
  • Lessons Learned
  • Completion of Action Plans and Evaluations
A

Appendix A

  • Handling a Challenging Customer

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