Handling a Difficult Customer

Course Overview

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 workshop your participants will learn stress management skills, how to build rapport, and recognizing certain body language.

By utilizing our Handling a Difficult Customer workshop your participants will see an increase in customer service, productivity, and a decrease in unhappy customers. Your participants will be provided a strong skill set including in- person and over the phone techniques, addressing complaints, and generating return business.

Course Outline:

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