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Handling a Difficult Customer

Module 1

Getting Started Handling a Difficult Customer
Workshop Objectives Handling a Difficult Customer

Module 2

The Right Attitude Starts with You
Be Grateful
Make Gratitude a Habit
Keep Your Body Healthy
Invoke Inner Peace
Case Study: Module 2 - Handling a Difficult Customer

Module 3

Stress Management (Internal Stressors)
Irritability
Unhappiness With Your Job
Feeling Underappreciated
Not Well Rested
Case Study: Module 3 - Handling a Difficult Customer

Module 4

Stress Management (External Stressors)
Manage Your Work Space
Loud Work Environment
Co-Worker Relations
Demanding Supervisor
Case Study: Module 4 - Handling a Difficult Customer

Module 5

Transactional Analysis
What is Transactional Analysis
Parent
Child
Adult
Case Study: Module 5 - Handling a Difficult Customer

Module 6

Why are Some Customers Difficult
They Have Truly Had a Bad Experience and Want to Vent
Want Someone to be Held Accountable
They Have Truly Had a Bad Experience and Want Resolution
They are Generally Unhappy
Case Study: Module 6 - Handling a Difficult Customer

Module 7

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 Your Customer
Case Study: Module 7 - Handling a Difficult Customer

Module 8

Dealing with the Customer In Person
Listen to the Customer’s Concerns
Build Rapport
Respond with Positive Words and Body Language
Aside from Words
Case Study: Module 8 - Handling a Difficult Customer

Module 9

Sensitivity in Dealing with Customers
Customers who are Angry
Customers who are Rude
Customers with Different Cultural Values
Customers who Cannot be Satisfied
Case Study: Module 9 - Handling a Difficult Customer

Module 10

Scenarios of Dealing with a Difficult Customer
Angry Customer
Rude Customer
A Customer from Another Culture
An Impossible to Please Customer
Case Study: Module 10 - Handling a Difficult Customer

Module 11

Following up With a Customer Once You Have Addressed Their Issue
Call the Customer
Send the Customer an Email
Mail the Customer a Small Token
Snail-Mail a Handwritten or Typed Letter
Case Study: Module 11 - Handling a Difficult Customer

Module 12

Wrapping Up

You must first complete Getting Started Handling a Difficult Customer before viewing this Lesson

Please sign up for the course before starting the lesson.

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Back to: Handling a Difficult Customer > Module 5

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