Handling a Difficult Customer

Through our workshop your participants will learn stress management skills, how to build rapport, and recognizing certain body language. By utilizing our Handling a Difficult Customer workshop your participants will see an increase in customer service, productivity, and a decrease in unhappy customers. Your participants will be provided a strong skill set including in-person and over the phone techniques, addressing complaints, and generating return business.     Course Outline Module One: Getting Started Housekeeping Items Pre-Assignment Review Workshop Objectives The Parking Lot Action Plan Module Two: The Right Attitude Starts with You Be Grateful Keep Your Body Healthy Focus on Positive Thoughts Invoke Inner Peace Case Study Module Two: Review Questions Module Three: Internal Stress Management Irritability Unhappiness with Your Job Feeling Underappreciated Not Well-Rested Case Study Module Three: Review Questions Module Four: External Stress Management Office Furniture Not Ergonomically Sound High Noise Volume in the Office Rift with Co-Workers Demanding Supervisor Case Study Module Four: Review Questions Module Five: Transactional Analysis What is Transactional Analysis? Parent Adult Child Case Study Module Five: Review Questions Module Six: 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 Module Six: Review Questions Module Seven: 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 Module Seven: Review Questions Module Eight: 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 Module Eight: Review Questions Module Nine: Sensitivity in Dealing with Customers Who are Angry Who Are Rude With Different Cultural Values Who Cannot Be Satisfied Case Study Module Nine: Review Questions Module Ten: Scenarios of Dealing with a Difficult Customer Angry Customer Rude Customer Culturally Diverse Customer Impossible to Please Customer Case Study Module Ten: Review Questions Module Eleven: Following up With a 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 Module Eleven: Review Questions Module Twelve: Wrapping Up Words from the Wise Review of Parking Lot Lessons Learned Completion of Action Plans and Evaluations