Handling a Difficult Customer

Handling a Difficult Customer

Handling a Difficult Customer

  Duration:1 day
  Effort:4-5 hours
  Category:Sales
  Level:Mid-Career
  Language:English
  Institution:iEdge Consulting Ltd
  Price:US$99 Special Offer US$79

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Description

Dealing with difficult customers is important in valuable Customer service 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 this course learn to effectively deal with the most difficult customers and both parties can end the conversation satisfied.


Designed for

All levels of jobs serving in a front line of customer relationships

  • Those who want to understand how to handle difficult customers in general.
  • Those who want to understand how to engage and sell in all aspects of their work.
  • Those wanting to develop great customer service..     

Learning Objectives

With the Handing A Difficult Customer workshop, your 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.

  Cultivate a positive attitude

  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

Getting Started

Just to make sure the experience is as smooth as possible we’d like to suggest a couple of things you may or will need to get on with the course:

  • While we are happy for anyone to enrol in the course, we suggest that you should be at least managing/leading a team (big or small) or preparing for a role that requires your leadership skills
  • Internet connection is a big must
  • Readiness to learn, remember this is about you and so you need to be ready to take time to yourself and motivate yourself
  • Maybe something to write some notes down or ideas, but don’t worry the course documents can be downloaded at the end of the course for you to review and use at any time
      Have fun!

The Journey

What’s in it for me: Right Attitude starts with you! Learn about making gratitude a habit, invoking inner peace and positioning your attitude!

  Case Study: 1              Review Questions:1           


What’s in it for me: Stress Management (Internal & External Stressors). Manage irritable feelings and learn to handle the feeling of being unappreciated, co-worker stress, demanding supervisors and other tips for managing stress to get through the day.

  Case Study: 1              Review Questions:1           


What’s in it for me: Understand Transaction analysis as a parent, child and adult. We discuss these concepts to help build these traits in managing difficult customer relations!

  Case Study: 1              Review Questions:1           


What’s in it for me: Learn all about the reason why customers may react, bad experiences, venting and holding others accountable!

  Case Study: 1              Review Questions:1           


What’s in it for me: Learn about listening over the phone, building rapport and how to respond without emotion and negative words!

  Case Study: 1              Review Questions:1           


What’s in it for me: Learn about listening over the phone, building rapport and how to respond with positive body language.

  Case Study: 1              Review Questions:1           


What’s in it for me: Learn about different ways to deal with customers who are angry, rude, have different cultural values and cannot be satisfied.

  Case Study: 1              Review Questions:1           


What’s in it for me: You will assess the various scenarios of cases that occur with difficult customers – being Angry, Rude and how cultural differences may cause problem.

  Case Study: 1              Review Questions:1           


What’s in it for me: Learn how to follow up with a customer, via calls, emails, small tokens and written letters. Follow up is an important part of retaining customer satisfaction.

  Case Study: 1              Review Questions:1           


What’s in it for me: You’ve done it, well done! But don’t stop here. Let’s summarise all you have learnt and remember knowledge is no good kept in a cupboard. Implement what you have learnt, try the tools and see the outcome until you find a combination that works for you! Congratulations we know you got what it takes to make a great leader!


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Last modified: Wednesday, 29 August 2018, 5:05 AM