Handling A Challenging Customer

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Customer service is a necessary position in the job world today.  It helps companies give customers what they want and what they need. Although many customers can be difficult, with the right training, skills, and knowledge, any difficult customer can be handled properly and effectively.  With a positive attitude, your employee can effectively deal with the most difficult customers and both parties can end the conversation satisfied.

With The Handing A Challenging Customer course, you 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 course, you will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.

Course Objectives

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. With that in mind, let’s review our goals for today.

At the end of this course, you should be able 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

Course Content

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