Handling a Difficult Customer Training Course

Introduction: Handling a Difficult Customer Training Course

Wouldn’t the world be a awesome place if every customer was a pleasure to deal with? We all know that is a fantasy land. So Exactly What is the best way to handle a Challenging customer? By Utilizing our program your delegates will be taught Dealing With Stress abilities, how to build rapport, as well as recognizing certain body language.

By utilizing our Handling a Challenging Customer program your delegates will see an increase in customer service, productivity, as well as a decrease in unhappy customers. Your delegates will be provided a strong ability set including in-person as well as over the phone techniques, addressing complaints, as well as generating return business.

 Handling a Difficult Customer Training Course


Recommended Prior Experience and Knowledge: Handling a Difficult Customer Training Course

This course will assist delegates in understanding: Handling a Difficult Customer
For the Handling a Difficult Customer Training Course it is advisable that you have the following experience/knowledge:
None, course conducted in English

Outline: Handling a Difficult Customer Training Course

Johannesburg (Sandton), Cape Town, Durban, Port Elizabeth, Pretoria – South Africa

Key outcomes of the course include:
BOTI’s Program Outline

Component 1: Starting Out
• Housekeeping matters and administration
• Pre-Assignment Assessment
• program Objectives
• The Parking Area
• activity Plan

Component 2: The Right Attitude Starts with You
• Be Grateful
• Keep Your Body Healthy
• Concentrate On Positive Thoughts
• Invoke Inner Peace
• Training Example
• Component 2: Assessment Queries

Component 3: Internal Dealing With Stress
• Irritability
• Unhappiness with Your Job
• Feeling Underappreciated
• Not Well-Rested
• Training Example
• Component 3: Assessment Queries

Component 4: External Dealing With Stress
• Office Furniture Not Ergonomically Sound
• High Noise Volume in the Office
• Rift with Co-Workers
• Demanding Supervisor
• Training Example
• Component 4: Assessment Queries

Component 5: Transactional Analysis
• Exactly What is Transactional Analysis?
• Parent
• Adult
• Child
• Training Example
• Component 5: Assessment Queries

Component 6: Why are Some Customers Challenging?
• They Have Truly Had a Bad Experience as well as Want to Vent
• They Have Truly Had a Bad Experience as well as Want Someone to be Held Accountable
• They Have Truly Had a Bad Experience as well as Want Resolution
• They Are Generally Unhappy
• Training Example
• Component 6: Assessment Queries

Component 7: Working with the Customer Over the Phone
• Pay Attention to the Customer’s Complaint
• Build Rapport
• Do Not Respond with Negative Words or Emotion
• Offer a Verbal Solution to Customer
• Training Example
• Component 7: Assessment Queries

Component 8: Working with the Customer In Person
• Pay Attention to the Customer’s Complaint
• Build Rapport
• Responding with Positive Words as well as Body Language
• Besides Words, Exactly What to Look For?
• Training Example
• Component 8: Assessment Queries

Component 9: Sensitivity in Working with Customers
• With Different Cultural Values
• Who are Angry
• Who Cannot Be Satisfied
• Who Are Rude
• Training Example
• Component 9: Assessment Queries

Component 10: Scenarios of Working with a Challenging Customer
• Culturally Diverse Customer
• Angry Customer
• Rude Customer
• Impossible to Please Customer
• Training Example
• Component 10: Assessment Queries

Component 11: Following up With a Customer Once You Have Addressed their particular Complaint
• Send the Customer an Email
• Handwritten or Typed Letter
• Call the Customer
• Mail the Customer a Small Token
• Training Example
Concluding• Component 11: Assessment Queries

Component 12: Concluding
• Wise Men’s words
• Assessment Of The Parking Area
• Key Learnings
• Further reading
• Evaluations as well as Completion Of activity Plans



Course duration and fees: Handling a Difficult Customer Training Course

Our one day training course is designed so that the knowledge acquired is applied practically, so that the business environment can be enhanced.

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