Handling a Difficult Customer

Price
$395.00 USD

Duration
1 Day

 

Delivery Methods
Virtual Instructor Led
Private Group

Course Overview

In this course, students will gain a valuable skill set to deal with difficult customers in various situations.

Course Objectives

Upon successful completion of this course, students will be able to deal with difficult customers in a way that increases productivity and customer service, and decreases unhappy customers.

Who Should Attend?

This course is intended for individuals who desire to become more skilled at handling difficult customers.
  • Top-rated instructors: Our crew of subject matter experts have an average instructor rating of 4.8 out of 5 across thousands of reviews.
  • Authorized content: We maintain more than 35 Authorized Training Partnerships with the top players in tech, ensuring your course materials contain the most relevant and up-to date information.
  • Interactive classroom participation: Our virtual training includes live lectures, demonstrations and virtual labs that allow you to participate in discussions with your instructor and fellow classmates to get real-time feedback.
  • Post Class Resources: Review your class content, catch up on any material you may have missed or perfect your new skills with access to resources after your course is complete.
  • Private Group Training: Let our world-class instructors deliver exclusive training courses just for your employees. Our private group training is designed to promote your team’s shared growth and skill development.
  • Tailored Training Solutions: Our subject matter experts can customize the class to specifically address the unique goals of your team.

Learning Credits: Learning Credits can be purchased well in advance of your training date to avoid having to commit to specific courses or dates. Learning Credits allow you to secure your training budget for an entire year while eliminating the administrative headache of paying for individual classes. They can also be redeemed for a full year from the date of purchase. If you have previously purchased a Learning Credit agreement with New Horizons, you may use a portion of your agreement to pay for this class.

If you have questions about Learning Credits, please contact your Account Manager.

Corporate Tech Pass: Our Corporate Tech Pass includes unlimited attendance for a single person, in the following Virtual Instructor Led course types: Microsoft Office, Microsoft Technical, CompTIA, Project Management, SharePoint, ITIL, Certified Ethical Hacker, Certified Hacking Forensics Investigator, Java, Professional Development Courses and more. The full list of eligible course titles can be found at https://www.newhorizons.com/eligible.

If you have questions about our Corporate Tech Pass, please contact your Account Manager.

Course Prerequisites

There are no prerequisites for this course.

Agenda

1 - GETTING STARTED

  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan

2 - THE RIGHT ATTITUDE STARTS WITH YOU

  • Be Grateful
  • Keep Your Body Healthy
  • Focus on Positive Thoughts
  • Invoke Inner Peace
  • Case Study

3 - INTERNAL STRESS MANAGEMENT

  • Irritability
  • Unhappiness with Your Job
  • Feeling Underappreciated
  • Not Well-Rested
  • Case Study

4 - EXTERNAL STRESS MANAGEMENT

  • Office Furniture Not Ergonomically Sound
  • High Noise Volume in the Office
  • Rift with Co-Workers
  • Demanding Supervisor
  • Case Study

5 - TRANSACTIONAL ANALYSIS

  • What is Transactional Analysis?
  • Parent
  • Adult
  • Child
  • Case Study

6 - 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

7 - 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

8 - 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

9 - SENSITIVITY IN DEALING WITH CUSTOMERS

  • Who are Angry
  • Who Are Rude
  • With Different Cultural Values
  • Who Cannot Be Satisfied
  • Case Study

10 - SCENARIOS OF DEALING WITH A DIFFICULT CUSTOMER

  • Angry Customer
  • Rude Customer
  • Culturally Diverse Customer
  • Impossible to Please Customer
  • Case Study

11 - 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

12 - WRAPPING UP

  • Words From The Wise
  • Review Of The Parking Lot
  • Lessons Learned
  • Recommended Reading
  • Completion Of Action Plans And Evaluations
 

Get in touch to schedule training for your team
We can enroll multiple students in an upcoming class or schedule a dedicated private training event designed to meet your organization’s needs.

 



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