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
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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.
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Getting Started
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Housekeeping Items
Pre-Assignment Review
Workshop Objectives
The Parking Lot
Action Plan
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The Right Attitude Starts with You
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Be Grateful
Keep Your Body Healthy
Focus on Positive Thoughts
Invoke Inner Peace
Case Study
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Internal Stress Management
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Irritability
Unhappiness with Your Job
Feeling Underappreciated
Not Well-Rested
Case Study
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External Stress Management
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Office Furniture Not Ergonomically Sound
High Noise Volume in the Office
Rift with Co-Workers
Demanding Supervisor
Case Study
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Transactional Analysis
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What is Transactional Analysis?
Parent
Adult
Child
Case Study
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Why are Some Customers Difficult?
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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
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Dealing with the Customer Over the Phone
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Listen to the Customer’s Complaint
Build Rapport
Do Not Respond with Negative Words or Emotion
Offer a Verbal Solution to Customer
Case Study
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Dealing with the Customer In Person
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Listen to the Customer’s Complaint
Build Rapport
Responding with Positive Words and Body Language
Besides Words, What to Look For?
Case Study
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Sensitivity in Dealing with Customers
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Who are Angry
Who Are Rude
With Different Cultural Values
Who Cannot Be Satisfied
Case Study
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Scenarios of Dealing with a Difficult Customer
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Angry Customer
Rude Customer
Culturally Diverse Customer
Impossible to Please Customer
Case Study
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Customer Once You Have Addressed Their Complaint
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Call the Customer
Send the Customer an Email
Mail the Customer a Small Token
Handwritten or Typed Letter
Case Study
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Wrapping Up
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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.
Question: What if I have to reschedule my class due to conflict?
Answer: 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.
Question: How do I enroll for this class?
Answer: Please contact our team at 469-721-6100; we will gladly guide you through the online purchasing process.
Question: What happens once I purchase a class?
Answer: 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.
Question: What is your late policy?
Answer: 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.
Question: What happens when I finish my class?
Answer: 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.
