Handling a Difficult Customer

Printable, customizable, training materials

Wouldn’t the world be a great place if every customer was a pleasure to deal with? We all know that 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.
Handling a Difficult Customer

$499 

  • Unlimited Users
  • Unlimited Printing Rights
  • Completely Customizable

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Everything you need to teach a one-day workshop for Handling a Difficult Customer:

  • Training Manuals
 
  • PowerPoint Slides
  • Instructor's Guide
 
  • Quick Reference Job Aids
  • Icebreakers, Activities,
     & Exercise Files
 
  • Pre-Assignments,
    Pre-/Post-Assessments
  • Promotional Advertorials
 
  • Lesson Plans with Flip Chart Notes

Also available: training video clips, editable books, audiobook workshops, e-learning, and cloud-based LMS.

Handling a Difficult Customer Course Outline:

Module One: Getting Started
  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan


Module Two: The Right Attitude Starts with You
  • Be Grateful
  • Keep Your Body Healthy
  • Focus on Positive Thoughts
  • Invoke Inner Peace
  • Case Study
  • Module Two: Review Questions


Module Three: Internal Stress Management
  • Irritability
  • Unhappiness with Your Job
  • Feeling Underappreciated
  • Not Well-Rested
  • Case Study
  • Module Three: Review Questions


Module Four: External Stress Management
  • Office Furniture Not Ergonomically Sound
  • High Noise Volume in the Office
  • Rift with Co-Workers
  • Demanding Supervisor
  • Case Study
  • Module Four: Review Questions


Module Five: Transactional Analysis
  • What is Transactional Analysis?
  • Parent
  • Adult
  • Child
  • Case Study
  • Module Five: Review Questions


Module Six: Why are Some Customers Difficult?
  • They Have Truly Had a Bad Experience and Want to Vent
  • They Have Truly Had a Bad Experience and Want Someone to be Held Accountable
  • They Have Truly Had a Bad Experience and Want 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 Emotion
  • Offer a Verbal Solution to Customer
  • Case Study
  • Module Seven: Review Questions


Module Eight: Dealing with the Customer In Person
  • Listen to the Customer’s Complaint
  • Build Rapport
  • Responding with Positive Words and Body Language
  • Besides Words, What to Look For?
  • Case Study
  • Module Eight: Review Questions


Module Nine: Sensitivity in Dealing with Customers
  • Who are Angry
  • Who Are Rude
  • With Different Cultural Values
  • Who Cannot Be Satisfied
  • Case Study
  • Module Nine: Review Questions


Module Ten: Scenarios of Dealing with a Difficult Customer
  • Angry Customer
  • Rude Customer
  • Culturally Diverse Customer
  • Impossible to Please Customer
  • Case Study
  • Module Ten: Review Questions


Module Eleven: Following up With a Customer Once You Have Addressed Their Complaint
  • Call the Customer
  • Send the Customer an Email
  • Mail the Customer a Small Token
  • Handwritten or Typed Letter
  • Case Study
  • Module Eleven: Review Questions


Module Twelve: Wrapping Up
  • Words From The Wise
  • Review Of The Parking Lot
  • Lessons Learned
  • Recommended Reading
  • Completion Of Action Plans And Evaluations

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