About This Course

Through our workshop, you will learn stress management skills, how to build rapport and recognize certain body language. By utilizing our Handling a Difficult Customer workshop 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 Be Grateful Keep Your Body Healthy Focus on Positive Thoughts Invoke Inner Peace Module Three: Internal Stress Management Irritability Unhappiness with Your Job Feeling Underappreciated Not Well-Rested Module Four: External Stress Management Office Furniture Not Ergonomically Sound High Noise Volume in the Office Rift with Co-Workers Demanding Supervisor Module Five: Transactional Analysis What is Transactional Analysis? Parent Adult Child 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 a Resolution They Are Generally Unhappy Module Seven: Dealing with the Customer Over the Phone Listen to the Customer’s Complaint Build Rapport Do Not Respond with Negative Words or Emotions Offer a Verbal Solution to the Customer 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? Module Nine: Sensitivity in Dealing with Customers Who are Angry Who Are Rude With Different Cultural Values Who Cannot Be Satisfied Module Ten: Scenarios of Dealing with a Difficult Customer Angry Customer Rude Customer Culturally Diverse Customer Impossible to Please the Customer 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 Module Twelve: Wrapping Up Duration: 1-2 day in-house workshop with an expert trainer, dependent on your needs (in-person or online)

Policies

Quotations are valid for 60 days. Website pricing is subject to change without prior notice. Payment is due within 30 days, or as specified for approved accounts with written agreements with ht+a, alternatively it is due upon receipt of an invoice. All bank charges for forex transactions are to be borne by the client. Delegate placements on public courses or scheduling of in-house courses will only be confirmed once payment, an approved purchase order or a signed quotation/agreement is received. For in-person public courses, the fee includes the event venue, coffee, refreshments, and lunch. It does not include accommodation or other travel expenses. ht+a will share accommodation discount options with you if available and recommends booking 2 weeks before an event to ensure the event is a confirmed go-ahead. ht+a is not liable for travel expense losses due to cancellation by either party, weather, flight delays, or other unforeseen circumstances. For in-person in-house courses, unless otherwise specified, pricing assumes the training will take place at the client's location and ht+a will not provide catering. The Client will ensure that the training room will be equipped with all necessary tools including flip charts, markers, video projectors/screens, appropriate furnishings and ample electrical outlets. Sustainability & Materials: - Delegates require an email address and a stable and active internet connection with suitable equipment (computer, smartphone or tablet) to access course materials and, where applicable, to complete online tests and join live video calls. - Printed course materials will not be provided, including for in-person or in-house events. Customers may print their course materials if desired. - ht+a no longer provides publications (textbooks) as part of the course fee. It is the customer's responsibility to procure any supplementary material either as an add-on from ht+a (payment is required in advance), OR from the VDA (https://shorturl.at/fbHJs) or the AIAG (https://shorturl.at/z73jg) directly (all corresponding shipping and duties will be for the customer's account). Due to copyright, ht+a does not provide digital copies of publications. - Digital certificates will be provided. Certificates for VDA QMC courses will only be issued once full payment is received. Certificates for ht+a courses will be automatically issued upon completion of course requirements. Customers may print their certificate if desired.