Handling a Difficult Customer (Jul, 08th)

Wouldn’t the world be a great place if every customer was a pleasure to deal with? We all know that is a fantasy land. So what is the best way to handle a difficult customer? Through our workshop, participants will learn stress management skills, how to build rapport, and recognize certain body language. By utilizing our Handling a Difficult Customer workshop participants will see an increase in customer service, productivity, and a decrease in unhappy customers. Participants will be provided a strong skillset including in-person and over-the-phone techniques, addressing complaints, and generating return business. Course Outline: • The Right Attitude Starts with You • Internal Stress Management • External Stress Management • Transactional Analysis • Why are Some Customers Difficult? • Dealing with the Customer Over the Phone • Dealing with the Customer In-Person • Sensitivity in Dealing with Customers • Scenarios of Dealing with a Difficult Customer • Following up With a Customer Once You Have Addressed Their Complaint