Handling a Difficult Customer

Through our course, you will learn stress management skills, how to build rapport and recognize certain body language. By utilizing our Handling a Difficult Customer course, you will see an increase in customer service and productivity, and a decrease in unhappy customers. You will be provided with a strong skill set including in-person and over-the-phone techniques, addressing complaints, and generating return business. Module One: Getting Started Module Two: The Right Attitude Starts with You Module Three: Internal Stress Management Module Four: External Stress Management Module Five: Transactional Analysis Module Six: Why are Some Customers Difficult? Module Seven: Dealing with the Customer Over the Phone Module Eight: Dealing with the Customer In Person Module Nine: Sensitivity in Dealing with Customers Module Ten: Scenarios of Dealing with a Difficult Customer Module Eleven: Following up With a Customer Once You Have Addressed Their Complaint Module Twelve: Wrapping Up Duration: 60-90 minutes