Buying for a team?Choose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant. Develop practical knowledge and confidence in Handling a Difficult Customer. 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. Why this course matters This course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together. What you will gain Understand the core principles and practical approaches covered in Handling a Difficult Customer. Recognise situations where those approaches can improve workplace decisions or performance. Apply the course ideas more confidently in day-to-day professional situations. Who is this course for? This course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance. Course at a glance Format: self-paced online learning. Professional development: CPD course. 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 Continue your learning Part of this learning pathway: Workplace Essentials Learners also take: Customer Service Course pathway: eBSI SME Academy > Workplace Essentials > Handling a Difficult Customer Explore more Workplace Essentials training or return to the eBSI SME Academy.
