Handling a Difficult Customer

Module One: Getting Started
Course Objectives
 
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
Lessons Learned