Information Technology

Handling a Difficult Customer

Instructor-Led 12 Agenda

Description

In this course, students will gain a valuable skill set to deal with difficult customers in various situations.

Course Overview

In this course, students will gain a valuable skill set to deal with difficult customers in various situations.

Course Objective

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.

Who Should Attend

This course is intended for individuals who desire to become more skilled at handling difficult customers.

Getting Started Lesson Id 1

Getting Started

The Right Attitude Starts with You Lesson Id 2

The Right Attitude Starts with You

Internal Stress Management Lesson Id 3

Internal Stress Management

External Stress Management Lesson Id 4

External Stress Management

Transactional Analysis Lesson Id 5

Transactional Analysis

Why are Some Customers Difficult? Lesson Id 6

Why are Some Customers Difficult?

Dealing with the Customer Over the Phone Lesson Id 7

Dealing with the Customer Over the Phone

Dealing with the Customer In Person Lesson Id 8

Dealing with the Customer In Person

Sensitivity in Dealing with Customers Lesson Id 9

Sensitivity in Dealing with Customers

Scenarios of Dealing with a Difficult Customer Lesson Id 10

Scenarios of Dealing with a Difficult Customer

Customer Once You Have Addressed Their Complaint Lesson Id 11

Customer Once You Have Addressed Their Complaint

Wrapping Up Lesson Id 12

Wrapping Up

Lesson Id	Title	Description
1	Getting Started	Housekeeping Items<br />Pre-Assignment Review<br />Workshop Objectives<br />The Parking Lot<br />Action Plan
2	The Right Attitude Starts with You	Be Grateful <br />Keep Your Body Healthy<br />Focus on Positive Thoughts<br />Invoke Inner Peace <br />Case Study
3	Internal Stress Management	Irritability<br />Unhappiness with Your Job<br />Feeling Underappreciated<br />Not Well-Rested<br />Case Study
4	External Stress Management	Office Furniture Not Ergonomically Sound<br />High Noise Volume in the Office<br />Rift with Co-Workers<br />Demanding Supervisor<br />Case Study
5	Transactional Analysis	What is Transactional Analysis?<br />Parent <br />Adult<br />Child<br />Case Study
6	Why are Some Customers Difficult?	They Have Truly Had a Bad Experience and Want to Vent<br />They Have Truly Had a Bad Experience and Want Someone to be Held Accountable<br />They Have Truly Had a Bad Experience and Want Resolution<br />They Are Generally Unhappy<br />Case Study
7	Dealing with the Customer Over the Phone	Listen to the Customer’s Complaint<br />Build Rapport<br />Do Not Respond with Negative Words or Emotion<br />Offer a Verbal Solution to Customer<br />Case Study
8	Dealing with the Customer In Person	Listen to the Customer’s Complaint<br />Build Rapport <br />Responding with Positive Words and Body Language<br />Besides Words, What to Look For?<br />Case Study
9	Sensitivity in Dealing with Customers	Who are Angry<br />Who Are Rude<br />With Different Cultural Values<br />Who Cannot Be Satisfied<br />Case Study
10	Scenarios of Dealing with a Difficult Customer	Angry Customer<br />Rude Customer<br />Culturally Diverse Customer<br />Impossible to Please Customer<br />Case Study
11	Customer Once You Have Addressed Their Complaint	Call the Customer<br />Send the Customer an Email<br />Mail the Customer a Small Token<br />Handwritten or Typed Letter<br />Case Study
12	Wrapping Up	Words From The Wise<br />Review Of The Parking Lot<br />Lessons Learned<br />Recommended Reading<br />Completion Of Action Plans And Evaluations