Handling a Difficult Customer - Storyline

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Handling a Difficult Customer - Storyline

Handling a Difficult Customer - Storyline

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Through our workshop your participants will learn stress management skills, how to build rapport, and recognizing certain body language.

By utilizing our Handling a Difficult Customer workshop your participants will see an increase in customer service, productivity, and a decrease in unhappy customers.

Your participants will be provided a strong skill set including in-person and over the phone techniques, addressing complaints, and generating return business.

 

 

Course Outline

Module One: Getting Started
  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan
Module Two: The Right Attitude Starts with You
  • Be Grateful
  • Keep Your Body Healthy
  • Focus on Positive Thoughts
  • Invoke Inner Peace
  • Case Study
  • Module Two: Review Questions
Module Three: Internal Stress Management
  • Irritability
  • Unhappiness with Your Job
  • Feeling Underappreciated
  • Not Well-Rested
  • Case Study
  • Module Three: 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
  • Module Four: Review Questions
Module Five: Transactional Analysis
  • What is Transactional Analysis?
  • Parent
  • Adult
  • Child
  • Case Study
  • Module Five: 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
  • Module Six: 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
  • Module Seven: 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
  • Module Eight: 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
  • Module Nine: Review Questions
Module Ten: Scenarios of Dealing with a Difficult Customer
  • Angry Customer
  • Rude Customer
  • Culturally Diverse Customer
  • Impossible to Please Customer
  • Case Study
  • Module Ten: 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
  • Module Eleven: Review Questions
Module Twelve: Wrapping Up
  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations

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