Generic filters
Exact matches only
Search in title
Search in content
Search in excerpt

Handling a Difficult Customer

In this course, students will gain a valuable skill set to deal with difficult customers in various situations.
This course may earn a Credly Badge.

  • Price: $435.00
  • Duration: 1 day
  • Delivery Methods: Virtual
Date Time Price Option
Please contact us at info@toptalentlearning.com or 469-721-6100 for this course schedule.
For questions call: (469) 721-6100
Find More Training

Why choose
TOPTALENT?

  • Get assistance every step of the way from our Texas-based team, ensuring your training experience is hassle-free and aligned with your goals.
  • Access an expansive range of over 3,000 training courses with a strong focus on Information Technology, Business Applications, and Leadership Development.
  • Have confidence in an exceptional 95% approval rating from our students, reflecting outstanding satisfaction with our course content, program support, and overall customer service.
  • Benefit from being taught by Professionally Certified Instructors with expertise in their fields and a strong commitment to making sure you learn and succeed.

1

  • Getting Started

  • Housekeeping Items
    Pre-Assignment Review
    Workshop Objectives
    The Parking Lot
    Action Plan

2

  • The Right Attitude Starts with You

  • Be Grateful
    Keep Your Body Healthy
    Focus on Positive Thoughts
    Invoke Inner Peace
    Case Study

3

  • Internal Stress Management

  • Irritability
    Unhappiness with Your Job
    Feeling Underappreciated
    Not Well-Rested
    Case Study

4

  • External Stress Management

  • Office Furniture Not Ergonomically Sound
    High Noise Volume in the Office
    Rift with Co-Workers
    Demanding Supervisor
    Case Study

5

  • Transactional Analysis

  • What is Transactional Analysis?
    Parent
    Adult
    Child
    Case Study

6

  • 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

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 Customer
    Case Study

8

  • 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

9

  • Sensitivity in Dealing with Customers

  • Who are Angry
    Who Are Rude
    With Different Cultural Values
    Who Cannot Be Satisfied
    Case Study

10

  • Scenarios of Dealing with a Difficult Customer

  • Angry Customer
    Rude Customer
    Culturally Diverse Customer
    Impossible to Please Customer
    Case Study

11

  • 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

12

  • Wrapping Up

  • Words From The Wise
    Review Of The Parking Lot
    Lessons Learned
    Recommended Reading
    Completion Of Action Plans And Evaluations

Learning Objectives

Upon successful completion of this course, students will be able to deal with difficult customers in a way that increases productivity and customer service, and decreases unhappy customers.

This course is intended for individuals who desire to become more skilled at handling difficult customers.

There are no rerequisites for this course.

What if I have to reschedule my class due to conflict?

Ten (10) business days’ notice is required to reschedule a class with no additional fees. Notify TOPTALENT LEARNING as soon as possible at 469-721-6100 or by written notification to info@toptalentlearning.com to avoid rescheduling penalties.

How do I enroll for this class?

Please contact our team at 469-721-6100; we will gladly guide you through the online purchasing process.

What happens once I purchase a class?

You will receive a receipt and an enrollment confirmation sent to the email you submitted at purchase. Your enrollment email will have instructions on how to access the class. Any additional questions our team is here to support you. Please call us at 469-721-6100.

What is your late policy?

If a student is 15 minutes late, they risk losing their seat to a standby student. If a student is 30 minutes late or more, they will need to reschedule. A no-show fee will apply. Retakes are enrolled on a stand-by basis. The student must supply previously issued courseware. Additional fees may apply.

What happens when I finish my class?

You will receive a ‘Certificate of Completion’ once you complete the class. If you purchased an exam voucher for the class, a team member from TOPTALENT LEARNING will reach out to discuss your readiness for the voucher and make arrangements to send it.