Handling a Difficult Customer

Wouldn’t the world be a better place if every consumer was pleasant to deal with? We all know it’s a fantasy land. So, what is the best technique to deal with a tough customer? Participants in our program will learn stress management techniques, how to establish rapport, and how to recognize specific body language.

Your participants will benefit from our Handling a Difficult Customer training, which will improve customer service, efficiency, and reduce the number of disgruntled customers. Your participants will learn effective in-person and over-the-phone strategies, as well as how to handle complaints and generate repeat business.

INR 199 / USD 10

Module 1

The Right Attitude Starts with You
Be Grateful
Make Gratitude a Habit
Keep Your Body Healthy
Invoke Inner Peace
Knowledge Check

Module 2

Stress Management (Internal Stressors)
Irritability
Unhappiness With Your Job
Feeling Underappreciated
Not Well Rested
Knowledge Check

Module 3

Stress Management (External Stressors)
Manage Your Work Space
Loud Work Environment
Co-Worker Relations
Demanding Supervisor
Knowledge Check

Module 4

Transactional Analysis
What is Transactional Analysis?
Parent
Child
Adult
Knowledge Check

Module 5

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
Knowledge Check

Module 6

Dealing With the Customer Over the Phone
Listen to the Customer’s Complaint
Build Rapport
Do Not Respond with Negative Words or emotions
Offer a Verbal Solution to Your Customer
Knowledge Check

Module 7

Dealing With the Customer In Person
Listen to the Customer’s Concerns
Build Rapport
Respond with Positive Words and Body Language
Aside From Words
Knowledge Check

Module 8

Sensitivity in Dealing with Customers
Customers Who are Angry
Customers Who are Rude
Customers with Different Cultural Values
Customers Who Cannot be Satisfied
Knowledge Check

Module 9

Scenarios of Dealing with a Difficult Customer
Angry Customer
Rude Customer
A Customer From Another Culture
An Impossible to Please Customer
Knowledge Check

Module 10

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
Knowledge Check

Assessment

Post-Test