Handling a Difficult / Challenging Customer

Customer service is a necessary position in the job world today.  It helps companies give customers what they want and what they need. Although many customers can be difficult, with the right training, skills, and knowledge, any difficult customer can be handled properly and effectively.  With a positive attitude, your employee can effectively deal with the most difficult customers and both parties can end the conversation satisfied.

With The Handing A Difficult / Challenging Customer course, participants will learn how engaging customers properly can benefit both the employee and customer. Effective customer service can change a company’s reputation for the better.  Through this workshop, your participants will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.

The contents of this course

 There are 12 modules / lessons in this course - starting the course, the right attitude starts with you, internal stressors, external stressors, transactional analysis, why are some customers difficult, dealing with the customer over the phone, dealing with the customer in person, sensitivity in dealing with customers, scenarios of dealing with a difficult customer, following up with the customer, wrapping up the course, etc.

Course Objectives / Goals

The objectives / goals of this course are :

• ·        Cultivate a positive attitude
• ·        Manage internal and external stress
• ·        Develop abilities to listen actively and empathize
• ·        Build a rapport with customers in person and over the phone
• ·        Understand the diverse challenges posed by customers
• ·        Develop strategies to adapt to challenging circumstances