Handling a Difficult Customer

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 Difficult Customer workshop, your 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 workshop, your participants will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.

Workshop Objectives:

• 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

DAY 1

Module One: Getting Started

Module Two: The Right Attitude Starts with You

Module Three: Internal Stress Management

Module Four: External Stress Management

Module Five: Transactional Analysis

Module Six: Why are Some Customers Difficult?

DAY 2

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 Complaint

Module Twelve: Wrapping Up