Handling a Difficult Customer
Handling a Difficult Customer
Power Skills | Workplace Essentials
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: Quotes are valid for 30 days only. Payments: Payments are due within 30 days from the invoice date if you have an approved account with ht+a, alternately according to any written agreement between ht+a and the Customer, failing which payment is due immediately upon receipt of the invoice. Confirmation: 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. All Events: It is the customer's responsibility to ensure they have a stable and active internet connection with suitable equipment (computer or smartphone) to join video calls (where applicable) and access course materials and tests. ht+a's sustainability policy includes not providing printed course materials, including for in-person events, however, customers may choose to print their course materials if desired. In-Person Public Events: The course fee includes the event venue, coffee, refreshments, and lunch. It does not include hotel rooms or travel expenses. ht+a will share the discounted group rate for hotel accommodation with you when available and recommends booking between 2 and 3 weeks prior to each event for rates and flexibility. ht+a is not liable for travel expense losses due to cancellation by either party, weather, flight delays, or other unforeseen circumstances. In-Person In-House Events: Pricing assumes the training will take place at the client's location and ht+a will not provide any catering. The Client will ensure that the training room will be equipped with all necessary tools including flip charts, markers, video projectors/screens, and appropriate furnishings. Publications: The price for certain courses includes the official VDA QMC publication and shipping thereof. Please note that additional local customs or delivery fees are for the customer's account and ht+a will not be responsible for these fees. Certificates: 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.