Handling a Difficult Customer

Customer service is a necessary position in the job world today.  It helps companies give customers what they want and what they need. Although many customers can be difficult, with the right training, skills, and knowledge, any difficult customer can be handled properly and effectively.  With a positive attitude, your employee can effectively deal with the most difficult customers and both parties can end the conversation satisfied. 
With The Handing A Challenging Customer workshop, your participants will learn how engaging customers properly can benefit both the employee and customer. Effective customer service can change a company’s reputation for the better.  Through this workshop, your participants will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer. 

OBJECTIVES

• 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
  

COURSE OUTLINE

• Module One: Getting Started
  
• 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
  
• Module Twelve: Wrapping Up