C058 — Handling a Difficult Customer

Module One: Getting Started
• Housekeeping Items
• Pre-Assignment Review
• Workshop Objectives
• The Parking Lot
• Action Plan

Module Two: The Right Attitude Starts with You
• Be Grateful
• Keep Your Body Healthy
• Focus on Positive Thoughts
• Invoke Inner Peace
• Case Study
• Module Two: Review Questions

Module Three: Internal Stress Management
• Irritability
• Unhappiness with Your Job
• Feeling Underappreciated
• Not Well-Rested
• Case Study
• Module Three: Review Questions

Module Four: External Stress Management
• Office Furniture Not Ergonomically Sound
• High Noise Volume in the Office
• Rift with Co-Workers
• Demanding Supervisor
• Case Study
• Module Four: Review Questions

Module Five: Transactional Analysis
• What is Transactional Analysis?
• Parent
• Adult
• Child
• Case Study
• Module Five: Review Questions

Module Six: 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
• Module Six: Review Questions

Module Seven: 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
• Module Seven: Review Questions

Module Eight: 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
• Module Eight: Review Questions

Module Nine: Sensitivity in Dealing with Customers
• Who are Angry
• Who Are Rude
• With Different Cultural Values
• Who Cannot Be Satisfied
• Case Study
• Module Nine: Review Questions

Module Ten: Scenarios of Dealing with a Difficult Customer
• Angry Customer
• Rude Customer
• Culturally Diverse Customer
• Impossible to Please Customer
• Case Study
• Module Ten: Review Questions

Module Eleven: Following up With a 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
• Module Eleven: Review Questions

Module Twelve: Wrapping Up
• Words From The Wise
• Review Of The Parking Lot
• Lessons Learned
• Recommended Reading
• Completion Of Action Plans And Evaluations