Course aims
With the handing a challenging customer e-learning course, participants will learn how engaging customers properly can benefit both the employee and customer. Effective customer service can change a company’s reputation for the better. Through this comprehensive e-learning course, participants will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.
Course objectives
The objectives of this handing a challenging customer online course are to:
- 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
What’s covered in this course?
This online handing a challenging customer course covers the following:
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 The Parking Lot
- Lessons Learned
- Recommended Reading
- Completion Of Action Plans And Evaluations
Why is this dealing with difficult customers training important?
How do you provide quality customer service when you're faced with a bad attitude?
Successful businesses don't just sell products. Today, quality customer service may be what differentiates a company from its rivals. Businesses with poor customer service risk losing revenues, profits and even going out of business.
Butretail prosknow that they're going to be dealing with angry customers, the very customers who make offering high-quality service difficult. This online course helps you to understand different types of angry customers and how to deal with them as acustomer service representative.
Why choose our online training courses?
All our e-learning courses can be accessed on any electronic/computerised device. You can study at work or at home, in your own time and at your own pace!
- Easy to follow and understand
- Only 6-12 hours recommended study time
- 1 year access to course & learning materials
- Access your course anytime, anywhere & on any device
- Complete course on desktop computer, laptop, tablet or smartphone
- Additional references and downloadable materials available
- Certificate (IAOTS Accredited)
Course accreditationThe content of this online training course has been independently certified as conf
