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Handling a difficult Customer can be an enormous challenge in a Contact Centre. This Program develops the Skills required to handle angry or rude Customers or Customers with different Cultural Values. By improving the focus of ones thoughts, feelings and stress, participants will learn to be able to listen, empathise and meet the challenges posed by Customers, Colleagues at work and in one’s personal life. Customer Service Excellence can only be achieved by developing these skills.
At first glance handling, a difficult customer may seem like a thankless job. Fortunately, you can develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life. By improving the focus of your thoughts and feelings, how you manage stress, and how well you listen to and empathize with others, you will be better able to meet the challenges other people pose in both your professional and personal life. Implementing the guidelines in this eLearning Course is the first step in a process towards forever changing how you interact with others.
This eLearning Course has 12 Modules with reviews. Each Module should take at least 30 to 60 minutes to work through for maximum benefit, and the reviews should be successfully completed to benefit from the course.
This Course includes a Certificate.
Use your Talent to greatly improve your skills by embarking on our excellent eLearning Courses.
Module One: Getting Started Workshop Objectives Module Two: The Right Attitude Starts with You Be Grateful Make Gratitude a Habit Keep Your Body Healthy Invoke Inner Peace Case Study Module Three: Stress Management (Internal Stressors) Irritability Unhappiness With Your Job Feeling Underappreciated Not Well Rested Case Study Module Three: Review Questions Module Four: Stress Management (External Stressors) Manage Your Work Space Loud Work Environment Co-Worker Relations Demanding Supervisor Case Study Module Four: Review Questions Module Five: Transactional Analysis What is Transactional Analysis Parent Child Adult Case Study Module Five: Review Questions Module Six: 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 a 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 Emotions Offer a Verbal Solution to Your Customer Case Study Module Seven: Review Questions Module Eight: Dealing with the Customer In-Person Listen to the Customer’s Concerns Build Rapport Respond with Positive Words and Body Language Aside from Words Case Study Module Eight: Review Questions Module Nine: Sensitivity in Dealing with Customers Customers who are Angry Customers who are Rude Customers with Different Cultural Values Customers who Cannot be Satisfied Case Study Module Nine: Review Questions Module Ten: Scenarios of Dealing with a Difficult Customer Angry Customer Rude Customer A Customer from Another Culture An Impossible to Please Customer Case Study Module Ten: Review Questions Module Eleven: 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 Case Study Module Eleven: Review Questions Module Twelve: Wrapping Up Words from the Wise Review of Parking Lot Lessons Learned Completion of Action Plans and Evaluations