Handling a Difficult Customer

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.

Module 1: Getting Started

Housekeeping Items
Pre-Assignment Review

Workshop Objectives

Action Plan

Module 2: 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 3: Internal Stress Management

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

Module Three: Review Questions

Module 4: 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 5: Transactional Analysis

What is Transactional Analysis?
Parent
Adult
Child
Case Study

Module Five: Review Questions

Module 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

Module Six: Review Questions

Module 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

Module Seven: Review Questions

Module 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

Module Eight: Review Questions

260

Module 9: 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 10: 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 11: 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