Handling a Difficult Customer

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Course Overview

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

Who Should Attend

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

Course 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.

Course Outline

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

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Class Dates & Times

Class times are listed Eastern time

This is a 1-day class

Class dates not listed.
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The classes listed are available to all United Training customers and does not reflect, in any way,
the availability or support of technology within the University of Maine System.