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Handling a Difficult Customer eLearning Course

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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

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