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Handling a Difficult Customer
Individual Licence (EUR 40)
€40.00
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Handling a Difficult Customer
€40.00
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Choose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.
Develop practical knowledge and confidence in 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.
Why this course matters
This course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.
What you will gain
- Understand the core principles and practical approaches covered in Handling a Difficult Customer.
- Recognise situations where those approaches can improve workplace decisions or performance.
- Apply the course ideas more confidently in day-to-day professional situations.
Who is this course for?
This course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.
Course at a glance
- Format: self-paced online learning.
- Professional development: CPD course.
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
Continue your learning
Part of this learning pathway: Workplace Essentials
Learners also take: Customer Service
Course pathway: eBSI SME Academy > Workplace Essentials > Handling a Difficult Customer
Explore more Workplace Essentials training or return to the eBSI SME Academy.