SMC 502 HANDLING A DIFFICULT CUSTOMER
SMC 502 HANDLING A DIFFICULT CUSTOMER
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An interactive 2-day course for those looking for ways to handle difficult customers
An interactive 2-day course for those looking for ways to handle difficult customers
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, you can effectively deal with the most difficult customers and both parties can end the conversation satisfied.
With this Handing A Difficult Customer program, you will learn how engaging customers properly can benefit both you and your customer. Effective customer service can change a company’s reputation for the better. Through this course, you will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.
Objectives
Objectives
Cultivate a positive attitude
Manage internal and external stress
Develop abilities to listen actively and empathize
Understand the diverse challenges posed by customers
Develop strategies to adapt to challenging circumstances
This Course Is For
This Course Is For
This course is for those who want to:
build a rapport with customers
know how to work with difficult customers
improve their customer service skills
Outline
Outline
Module 1: The Right Attitude Starts with You
Be Grateful
Make Gratitude a Habit
Keep Your Body Healthy
Invoke Inner Peace
Module 2: Stress Management Internal Stressors
Irritability
Unhappiness With Your Job
Feeling Underappreciated
Not Well Rested
Module 3: Stress Management External Stressors
Manage Your Work Space
Loud Work Environment
Co-Worker Relations
Demanding Supervisor
Module 4: Transactional Analysis
What is Transactional Analysis
Parent
Child
Adult
Module 5: Why are Some Customers Difficult
They Have Truly Had a Bad Experience and Want to Vent
Want Someone to be Held Accountable
They Have Truly Had a Bad Experience and Want Resolution
They are Generally Unhappy
Module 6: 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 Your Customer
Module 7: Dealing with the Customer In Person
Listen to the Customer’s Concerns
Build Rapport
Respond with Positive Words and Body Language
Aside from Words
Module 8: Sensitivity in Dealing with Customers
Customers who are Angry
Customers who are Rude
Customers with Different Cultural Values
Customers who Cannot be Satisfied
Module 9: Scenarios of Dealing with a Difficult Customer
Angry Customer
Rude Customer
A Customer from Another Culture
An Impossible to Please Customer
Module 10: Following up With a Customer Once You Have Addressed Their Issue
Call the Customer
Send the Customer an Email
Mail the Customer a Small Token
Snail-Mail a Handwritten or Typed Letter
Wrapping Up
Q & A
Action Plan
If you'd like to learn more, choose the 'Buy This Course' button below and you'll be taken to the course enquiry page where you can WhatsApp us.
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