Handling a Difficult Customer

Here is an overview: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 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. HANDLING A DIFFICULT CUSTOMER OUTLINE:<table style="min-width: 50px;"><colgroup><col><col></colgroup><tbody><tr><td colspan="1" rowspan="1">Module One: Getting Started<ul><li style="color: rgb(0, 0, 0);">Housekeeping Items</li><li style="color: rgb(0, 0, 0);">Pre-Assignment Review</li><li style="color: rgb(0, 0, 0);">Workshop Objectives</li><li style="color: rgb(0, 0, 0);">The Parking Lot</li><li style="color: rgb(0, 0, 0);">Action Plan</li></ul>Module Two: The Right Attitude Starts with You<ul><li style="color: rgb(0, 0, 0);">Be Grateful</li><li style="color: rgb(0, 0, 0);">Keep Your Body Healthy</li><li style="color: rgb(0, 0, 0);">Focus on Positive Thoughts</li><li style="color: rgb(0, 0, 0);">Invoke Inner Peace</li><li style="color: rgb(0, 0, 0);">Case Study</li><li style="color: rgb(0, 0, 0);">Module Two: Review Questions</li></ul>Module Three: Internal Stress Management<ul><li style="color: rgb(0, 0, 0);">Irritability</li><li style="color: rgb(0, 0, 0);">Unhappiness with Your Job</li><li style="color: rgb(0, 0, 0);">Feeling Underappreciated</li><li style="color: rgb(0, 0, 0);">Not Well-Rested</li><li style="color: rgb(0, 0, 0);">Case Study</li><li style="color: rgb(0, 0, 0);">Module Three: Review Questions</li></ul>Module Four: External Stress Management<ul><li style="color: rgb(0, 0, 0);">Office Furniture Not Ergonomically Sound</li><li style="color: rgb(0, 0, 0);">High Noise Volume in the Office</li><li style="color: rgb(0, 0, 0);">Rift with Co-Workers</li><li style="color: rgb(0, 0, 0);">Demanding Supervisor</li><li style="color: rgb(0, 0, 0);">Case Study</li><li style="color: rgb(0, 0, 0);">Module Four: Review Questions</li></ul>Module Five: Transactional Analysis<ul><li style="color: rgb(0, 0, 0);">What is Transactional Analysis?</li><li style="color: rgb(0, 0, 0);">Parent</li><li style="color: rgb(0, 0, 0);">Adult</li><li style="color: rgb(0, 0, 0);">Child</li><li style="color: rgb(0, 0, 0);">Case Study</li><li style="color: rgb(0, 0, 0);">Module Five: Review Questions</li></ul>Module Six: Why are Some Customers Difficult?<ul><li style="color: rgb(0, 0, 0);">They Have Truly Had a Bad Experience and Want to Vent</li><li style="color: rgb(0, 0, 0);">They Have Truly Had a Bad Experience and Want Someone to be Held Accountable</li><li style="color: rgb(0, 0, 0);">They Have Truly Had a Bad Experience and Want Resolution</li><li style="color: rgb(0, 0, 0);">They Are Generally Unhappy</li><li style="color: rgb(0, 0, 0);">Case Study</li><li style="color: rgb(0, 0, 0);">Module Six: Review Questions</li></ul></td><td colspan="1" rowspan="1">Module Seven: Dealing with the Customer Over the Phone<ul><li style="color: rgb(0, 0, 0);">Listen to the Customer’s Complaint</li><li style="color: rgb(0, 0, 0);">Build Rapport</li><li style="color: rgb(0, 0, 0);">Do Not Respond with Negative Words or Emotion</li><li style="color: rgb(0, 0, 0);">Offer a Verbal Solution to Customer</li><li style="color: rgb(0, 0, 0);">Case Study</li><li style="color: rgb(0, 0, 0);">Module Seven: Review Questions</li></ul>Module Eight: Dealing with the Customer In Person<ul><li style="color: rgb(0, 0, 0);">Listen to the Customer’s Complaint</li><li style="color: rgb(0, 0, 0);">Build Rapport</li><li style="color: rgb(0, 0, 0);">Responding with Positive Words and Body Language</li><li style="color: rgb(0, 0, 0);">Besides Words, What to Look For?</li><li style="color: rgb(0, 0, 0);">Case Study</li><li style="color: rgb(0, 0, 0);">Module Eight: Review Questions</li></ul>Module Nine: Sensitivity in Dealing with Customers<ul><li style="color: rgb(0, 0, 0);">Who are Angry</li><li style="color: rgb(0, 0, 0);">Who Are Rude</li><li style="color: rgb(0, 0, 0);">With Different Cultural Values</li><li style="color: rgb(0, 0, 0);">Who Cannot Be Satisfied</li><li style="color: rgb(0, 0, 0);">Case Study</li><li style="color: rgb(0, 0, 0);">Module Nine: Review Questions</li></ul>Module Ten: Scenarios of Dealing with a Difficult Customer<ul><li style="color: rgb(0, 0, 0);">Angry Customer</li><li style="color: rgb(0, 0, 0);">Rude Customer</li><li style="color: rgb(0, 0, 0);">Culturally Diverse Customer</li><li style="color: rgb(0, 0, 0);">Impossible to Please Customer</li><li style="color: rgb(0, 0, 0);">Case Study</li><li style="color: rgb(0, 0, 0);">Module Ten: Review Questions</li></ul>Module Eleven: Following up With a Customer Once You Have Addressed Their Complaint<ul><li style="color: rgb(0, 0, 0);">Call the Customer</li><li style="color: rgb(0, 0, 0);">Send the Customer an Email</li><li style="color: rgb(0, 0, 0);">Mail the Customer a Small Token</li><li style="color: rgb(0, 0, 0);">Handwritten or Typed Letter</li><li style="color: rgb(0, 0, 0);">Case Study</li><li style="color: rgb(0, 0, 0);">Module Eleven: Review Questions</li></ul>Module Twelve: Wrapping Up<ul><li style="color: rgb(0, 0, 0);">Words From The Wise</li><li style="color: rgb(0, 0, 0);">Review Of The Parking Lot</li><li style="color: rgb(0, 0, 0);">Lessons Learned</li><li style="color: rgb(0, 0, 0);">Recommended Reading</li><li style="color: rgb(0, 0, 0);">Completion Of Action Plans And Evaluations</li></ul></td></tr></tbody></table>

Workplace Essentials 1-2 - Handling a Difficult Customer (delete) 

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Workplace Essentials 1-2 - Handling a Difficult Customer (delete)

Eberechi Ugwu-Amole

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