Handling a Difficult Customer

  • Training Time: 9:00 am to 5:00 pm, 1 Day
  • Inclusion: Participants Manual and Certificate of Completion

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 module is the first step in a process towards forever changing how you interact with others.

Learning Points
  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances
Course Outline

Handling a Difficult Customer – Module 1
Getting Started

  • Introduction to the Workshop
  • Workshop Objectives

Handling a Difficult Customer – Module 2
The Right Attitude Starts With You

  • Be Grateful
  • Make Gratitude a Habit
  • Keep Your Body Healthy
  • Invoke Inner Peace

Handling a Difficult Customer – Module 3
Stress Management-Internal Stressors

  • Irritability
  • Unhappiness With Your Job
  • Feeling Underappreciated
  • Not Well Rested

Handling a Difficult Customer – Module 4
Stress Management-External Stressors

  • Manage Your Work Space
  • Loud Work Environment
  • Co-Worker Relations
  • Demanding Supervisor

Handling a Difficult Customer – Module 5
Transactional Analysis

  • What is Transactional Analysis
  • Parent
  • Child
  • Adult

Handling a Difficult Customer – Module 6
Why Are Some Customers Difficult?

  • Bad experiences and venting
  • Someone has to be Held Accountable
  • Expecting a Resolution to a Bad Experience
  • Generally Unhappy

Handling a Difficult Customer – Module 7
Dealing with the Customer Over the Phone

  • Listen to the Customer’s Complaint
  • Build Rapport
  • Not Responding with Negative Words or Emotion
  • Offering a Verbal Solutions to Your Customer

Handling a Difficult Customer – Module 8
Dealing with the Customer in Person

  • Listen to their Concerns
  • Build Rapport
  • Responding with Positive Words/Body Language
  • Aside from Words

Handling a Difficult Customer – Module 9
Sensitivity in Dealing With Customers

  • Customers who are Angry
  • Customers who are Rude
  • Customers with Different Cultural Values
  • Customer who cannot be Satisfied

Handling a Difficult Customer – Module 10
Scenarios of Dealing with a Difficult Customer

  • Angry Customer
  • Rude Customer
  • Customer from another Culture
  • An Impossible to Please Customer

Handling a Difficult Customer – Module 11
A Follow-Up After Addressing Their Issue

  • Call the Customer
  • Send them an Email
  • Mail a Small Token
  • Snail Mail or a Handwritten or Typed Letter

Handling a Difficult Customer – Module 12
Wrapping it up

  • Words from the Wise
You Can Expect...
  • Moving away from a negative thought start to something that is positive
  • To understand why gratitude should be a habit.
  • Finding peace when there is stress
You Need This If...
  • You want to manage situations that trigger stress
  • You want to discover ways to blow off steam
This Is About...
  • Understanding internal and external stressors
  • Putting the control button on what stresses you
  • Managing your self-talk
In-House Rate

Participants: 15 – 30
Duration: 1 day
Course Fee: P4,500.00 per person
Includes: Manual, Certificate of Completion