Handling a Difficult Customer
- Description
- Reviews
At first glance, handling a difficult customer may seem like a thankless job. Fortunately, you can develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life.
By improving the focus of your thoughts and feelings, how you manage stress, and how well you listen to and empathize with others, you will be better able to meet the challenges other people pose in both your professional and personal life. Implementing the guidelines in this module is the first step in a process towards forever changing how you interact with others
What will be learned from this program?
The topics covered in the Handling a Difficult Customer program are:
- 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
Learning 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
Recommended For:
- Customer Service
- Sales
- All Admin and management Jobs
Time to Complete:
Two days
Format:
• Work Book – Lecture
• Workshops – Video
Language:
English
Please, login to leave a review
