Handling a Difficult Customer

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 course, participants will learn stress management skills, how to build rapport, and recognizing certain body language.

By utilizing our Handling a Difficult Customer course, participants will see an increase in customer service, productivity, and a decrease in unhappy customers. Participants will be provided a strong skill set including in-person and over the phone techniques, addressing complaints, and generating return business.

Completing this course will confer 2 CPD Credits towards internationally recognised Continuous Professional Development Requirements within organisations operating this kind of staff development methodology.

Course Outline

Module One: Getting Started

Module Two: The Right Attitude Starts with You

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

Module Three: Internal Stress Management

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

Module Four: External Stress Management

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

Module Five: Transactional Analysis

• What is Transactional Analysis?
• Parent
• Adult
• Child
• Case Study
• Review Questions

Module Six: 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 & Review Questions

Module Seven: 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
• Review Questions

Module Eight: 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
• Review Questions

Module Nine: Sensitivity in Dealing with Customers

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

Module Ten: Scenarios of Dealing with a Difficult Customer

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

Module Eleven: 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
• Review Questions