Wouldn’t the world be a great place if every customer was a pleasure to deal with? We all know that is a fantasy land. So what is the best way to handle a difficult customer? Through our course, participants will learn stress management skills, how to build rapport, and recognizing certain body language. By utilizing our Handling a Difficult Customer course, participants will see an increase in customer service, productivity, and a decrease in unhappy customers. Participants will be provided a strong skill set including in-person and over the phone techniques, addressing complaints, and generating return business. Completing this course will confer 2 CPD Credits towards internationally recognised Continuous Professional Development Requirements within organisations operating this kind of staff development methodology. Course Outline Module One: Getting Started Module Two: The Right Attitude Starts with You Be Grateful Keep Your Body Healthy Focus on Positive Thoughts Invoke Inner Peace Case Study Review Questions Module Three: Internal Stress Management Irritability Unhappiness with Your Job Feeling Underappreciated Not Well-Rested Case Study 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 Review Questions Module Five: Transactional Analysis What is Transactional Analysis? Parent Adult Child Case Study 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 & 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 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 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 Review Questions Module Ten: Scenarios of Dealing with a Difficult Customer Angry Customer Rude Customer Culturally Diverse Customer Impossible to Please Customer Case Study 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 Review Questions
