Handling a Difficult Customer

Price
$395.00

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.

United Training is committed to working as a partner with our clients. Choose United Training and take advantage of the following benefits.

  • Robust Public Enrollment Schedule. Enjoy access to hundreds of Guaranteed to Run dates across a diverse catalog of course titles.
  • Private Group Training. Let our world-class instructors come to you to deliver training at your place of business or we can present to your team online using our Virtual Instructor-Led Training platform.
  • Custom Training Solutions. Our subject matter experts can customize the class to specifically address the unique goals of your team.
  • Free Re-Takes. Most completed United Training courses carry our unbeatable Learning Guarantee. This guarantee allows students to repeat most United Training courses, if they are the same version, FREE OF CHARGE, within six months of completion of the courses. Exceptions: Cisco, Citrix, VMware, Red Hat, and courses provided by affiliated 3rd party training providers.

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 United Training, you may use a portion of your agreement to pay for this class.

Training Coupons: Previously purchased Training Coupons can be redeemed for eligible courses. If you have previously purchased a Technical or Application Training Coupon pool with United Training, you may use your coupons to pay for this class.

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://unitedtraining.com/eligible.

Training Passport: A Training Passport allows you to secure up to 20 days of training to use at any time over 12 months. Your training days can be used by one member of your organization or split up among multiple employees. This course can be taken as part of your previously purchased Training Passport.

If you have questions about Learning Credits, Technical or Application Coupons, our Corporate Tech Pass, or our Training Passport, 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
 

Upcoming Class Dates and Times

Feb 22
8:00 AM - 4:00 PM
ENROLL $395.00
Apr 4
8:00 AM - 4:00 PM
ENROLL $395.00
 

Do You Have Additional Questions? Please Contact Us Below.

contact us contact us 
Contact Us about Starting Your Business Training Strategy with United Training