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.

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Price: $435.00
Duration: 1 day
Delivery Methods: Virtual
DIR Discount: 55.0%







    For questions call: (469) 721-6100
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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.

    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.

    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.

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

    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.

    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.

    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.