Course Description
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 Challenging 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.
At the end of this workshop, participants should be able to:
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
Agenda
Course Core Competencies:
Module 1: The Right Attitude Starts with You
Topic A: Be Grateful
Topic B: Make Gratitude a Habit
Topic C: Keep Your Body Healthy
Topic D: Invoke Inner Peace
Module 2: Stress Management (Internal Stressors)
Topic A: Irritability
Topic B: Unhappiness With Your Job
Topic C: Feeling Under Appreciated
Topic D: Not Will Rested
Module 3: Stress Management (External Stressors)
Topic A: Manage Your Work Space
Topic B: Loud Work Environment
Topic C: Co-Worker Relations
Topic D: Demanding Supervisor
Module 4: Transactional Analysis
Topic A: What is Transactional Analysis
Topic B: Parent
Topic C: Child
Topic D: Adult
Module 5: Why are Some Customers Difficult
Topic A: They Have Truly Had a Bad Experience and Want to Vent
Topic B: Want Someone to be Held Accountable
Topic C: They Have Truly Had a Bad Experience and Want Resolution
Topic D:They are Generally Unhappy
Module 6: Dealing with the Customer Over the Phone
Topic A: Listen to the Customer’s Complaint
Topic B: Build Rapport
Topic C: Do Not Respond with Negative Words or Emotion
Topic D: Offer a Verbal Solution to Your Customer
Module 7: Dealing with the Customer In Person
Topic A: Listen to the Customer’s Concern
Topic B: Build Rapport
Topic C: Respond with Positive Words and Body Language
Topic D: Aside from Words
Module 8: Sensitivity in Dealing with Customers
Topic A: Customers who are Angry
Topic B: Customers who are Rude
Topic C: Customers with Different Cultural Values
Topic D: Customers who Cannot be Satisfied
Module 9: Scenarios of Dealing with a Difficult Customer
Topic A: Angry Customer
Topic B: Rude Customer
Topic C: A Customer from Another Culture
Topic D: An Impossible to Please Customer
Module 10: Following Up with a Customer Once You Have Addressed Their Issue
Topic A: Call the Customer
Topic B: Send the Customer an Email
Topic C: Mail the Customer a Small Token
Topic D: Snail-Mail a Handwritten or Typed Letter