Handling a Difficult Customer

Wouldn’t the world be a great place if every customer was a pleasure to deal with? We all know that it is a fantasy land. So, what is the best way to handle a difficult customer? Through our workshop your participants will learn stress management skills, how to build rapport, and recognizing certain body language.

By utilizing our Handling a Difficult Customer workshop, your participants will see an increase in customer service, productivity, and a decrease in unhappy customers. Your participants will be provided a strong skill set including in-person and over the phone techniques, addressing complaints, and generating return business.

Course Topics Include: 

(This is a sample outline. We are always evolving the program to fit the needs of our clients.)

1. The Right Attitude Starts with You
2. Internal Stress Management
3. External Stress Management
4. Transactional Analysis
5. Why are Some Customers Difficult?
6. Dealing with the Customer Over the Phone
7. Dealing with the Customer in Person
8. Sensitivity in Dealing with Customers
9. Scenarios of Dealing with a Difficult Customer
10. Following up With a Customer Once You Have Addressed Their Complaint