Handling Difficult Customers- 1 Day

Service Description

Duration: 1 Day At first glance, handling a difficult customer may seem like a thankless job. Fortunately, you can develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life. At the end of this workshop, participants should be able to: - Cultivate a positive attitude - Manage internal and external stress - Develop abilities to listen actively and empathize - Build a rapport with customers in person and over the phone - Understand the diverse challenges posed by customers - Develop strategies to adapt to challenging circumstances Target audience: All employees who face customers Course outline Module One: The Right Attitude Starts with You Be Grateful Make Gratitude a Habit Keep Your Body Healthy Invoke Inner Peace Case Study Module Two: Stress Management (Internal Stressors) Irritability Unhappiness with Your Job Feeling Underappreciated Not Well Rested Module Three: Stress Management (External Stressors) Manage Your Work Space Loud Work Environment Co-Worker Relations Demanding Supervisor Module Four: Transactional Analysis What is Transactional Analysis Parent Child Adult Module Five: 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 Module Six: 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 Module Seven: Dealing with the Customer In Person Listen to the Customer’s Concerns Build Rapport Respond with Positive Words and Body Language Aside from Words Module Eight: Sensitivity in Dealing with Customers Customers who are Angry Customers who are Rude Customers with Different Cultural Values Customers who Cannot be Satisfied Module Nine: Scenarios of Dealing with a Difficult Customer Angry Customer Rude Customer A Customer from Another Culture An Impossible to Please Customer Module Ten: 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