Handling a Difficult Customer
E-Learning
Description
In this course, students will gain a valuable skill set to deal with difficult customers in various situations.
In this course, students will gain a valuable skill set to deal with difficult customers in various situations.
Upon successful completion of this course, students will be able to deal with difficult customers in a way that increases productivity and customer service, and decreases unhappy customers.
This course is intended for individuals who desire to become more skilled at handling difficult customers.
| Lesson Id | Title | Description |
|---|---|---|
| 1 | Getting Started |
Housekeeping Items Pre-Assignment Review Workshop Objectives The Parking Lot Action Plan |
| 2 | The Right Attitude Starts with You |
Be Grateful Keep Your Body Healthy Focus on Positive Thoughts Invoke Inner Peace Case Study |
| 3 | Internal Stress Management |
Irritability Unhappiness with Your Job Feeling Underappreciated Not Well-Rested Case Study |
| 4 | External Stress Management |
Office Furniture Not Ergonomically Sound High Noise Volume in the Office Rift with Co-Workers Demanding Supervisor Case Study |
| 5 | Transactional Analysis |
What is Transactional Analysis? Parent Adult Child Case Study |
| 6 | Why are Some Customers Difficult? |
They Have Truly Had a Bad Experience and Want to Vent They Have Truly Had a Bad Experience and Want Someone to be Held Accountable They Have Truly Had a Bad Experience and Want Resolution They Are Generally Unhappy Case Study |
| 7 | 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 Customer Case Study |
| 8 | Dealing with the Customer In Person |
Listen to the Customer’s Complaint Build Rapport Responding with Positive Words and Body Language Besides Words, What to Look For? Case Study |
| 9 | Sensitivity in Dealing with Customers |
Who are Angry Who Are Rude With Different Cultural Values Who Cannot Be Satisfied Case Study |
| 10 | Scenarios of Dealing with a Difficult Customer |
Angry Customer Rude Customer Culturally Diverse Customer Impossible to Please Customer Case Study |
| 11 | Customer Once You Have Addressed Their Complaint |
Call the Customer Send the Customer an Email Mail the Customer a Small Token Handwritten or Typed Letter Case Study |
| 12 | Wrapping Up |
Words From The Wise Review Of The Parking Lot Lessons Learned Recommended Reading Completion Of Action Plans And Evaluations |