Handling a Difficult Customer

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Handling a Difficult Customer

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.


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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.

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Free Sample

Handling a Difficult Customer 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

                                                                                                                                                                                                Administrative Skills

                                                                                                                                                                                                1. Administrative Office Procedures
                                                                                                                                                                                                2. Administrative Support
                                                                                                                                                                                                3. Archiving and Records Management
                                                                                                                                                                                                4. Basic Bookkeeping
                                                                                                                                                                                                5. Business Writing
                                                                                                                                                                                                6. Collaborative Business Writing
                                                                                                                                                                                                7. Executive and Personal Assistants
                                                                                                                                                                                                8. Meeting Management
                                                                                                                                                                                                9. Organizational Skills
                                                                                                                                                                                                10. Social Media In The Workplace
                                                                                                                                                                                                11. Supply Chain Management

                                                                                                                                                                                                Career Development

                                                                                                                                                                                                1. Assertiveness And Self-Confidence
                                                                                                                                                                                                2. Communication Strategies
                                                                                                                                                                                                3. Creative Problem Solving
                                                                                                                                                                                                4. Developing Creativity
                                                                                                                                                                                                5. Digital Citizenship
                                                                                                                                                                                                6. Entrepreneurship
                                                                                                                                                                                                7. Interpersonal Skills
                                                                                                                                                                                                8. mLearning Essentials
                                                                                                                                                                                                9. Negotiation Skills
                                                                                                                                                                                                10. Personal Branding
                                                                                                                                                                                                11. Project Management
                                                                                                                                                                                                12. Telework And Telecommuting
                                                                                                                                                                                                13. Ten Soft Skills You Need
                                                                                                                                                                                                14. The Cloud and Business
                                                                                                                                                                                                15. Time Management
                                                                                                                                                                                                16. Women in Leadership

                                                                                                                                                                                                Human Resources

                                                                                                                                                                                                1. Business Succession Planning
                                                                                                                                                                                                2. Contract Management
                                                                                                                                                                                                3. Crisis Management
                                                                                                                                                                                                4. Developing a Lunch and Learn
                                                                                                                                                                                                5. Diversity and Inclusion
                                                                                                                                                                                                6. Employee Onboarding
                                                                                                                                                                                                7. Employee Recruitment
                                                                                                                                                                                                8. Employee Termination Processes
                                                                                                                                                                                                9. Generation Gaps
                                                                                                                                                                                                10. Health and Wellness at Work
                                                                                                                                                                                                11. Hiring Strategies
                                                                                                                                                                                                12. Human Resource Management
                                                                                                                                                                                                13. Managing Workplace Harassment
                                                                                                                                                                                                14. Measuring Results From Training
                                                                                                                                                                                                15. Millennial Onboarding
                                                                                                                                                                                                16. Office Health And Safety
                                                                                                                                                                                                17. Talent Management
                                                                                                                                                                                                18. Train-The-Trainer
                                                                                                                                                                                                19. Universal Safety Practices
                                                                                                                                                                                                20. Workplace Diversity
                                                                                                                                                                                                21. Workplace Harassment
                                                                                                                                                                                                22. Workplace Violence

                                                                                                                                                                                                Personal Development

                                                                                                                                                                                                1. Adult Learning - Mental Skills
                                                                                                                                                                                                2. Adult Learning - Physical Skills
                                                                                                                                                                                                3. Anger Management
                                                                                                                                                                                                4. Attention Management
                                                                                                                                                                                                5. Being A Likeable Boss
                                                                                                                                                                                                6. Critical Thinking
                                                                                                                                                                                                7. Emotional Intelligence
                                                                                                                                                                                                8. Goal Setting and Getting Things Done
                                                                                                                                                                                                9. Improving Mindfulness
                                                                                                                                                                                                10. Improving Self-Awareness
                                                                                                                                                                                                11. Increasing Your Happiness
                                                                                                                                                                                                12. Job Search Skills
                                                                                                                                                                                                13. Life Coaching Essentials
                                                                                                                                                                                                14. Managing Personal Finances
                                                                                                                                                                                                15. Managing Workplace Anxiety
                                                                                                                                                                                                16. Personal Productivity
                                                                                                                                                                                                17. Public Speaking
                                                                                                                                                                                                18. Social Intelligence
                                                                                                                                                                                                19. Social Learning
                                                                                                                                                                                                20. Stress Management
                                                                                                                                                                                                21. Taking Initiative
                                                                                                                                                                                                22. Work-Life Balance

                                                                                                                                                                                                Sales And Marketing

                                                                                                                                                                                                1. Body Language Basics
                                                                                                                                                                                                2. Call Center Training
                                                                                                                                                                                                3. Coaching Salespeople
                                                                                                                                                                                                4. Contact Center Training
                                                                                                                                                                                                5. Creating a Great Webinar
                                                                                                                                                                                                6. Employee Recognition
                                                                                                                                                                                                7. Event Planning
                                                                                                                                                                                                8. High Performance Teams Inside the Company
                                                                                                                                                                                                9. High Performance Teams Remote Workforce
                                                                                                                                                                                                10. In Person Sales
                                                                                                                                                                                                11. Internet Marketing Fundamentals
                                                                                                                                                                                                12. Marketing Basics
                                                                                                                                                                                                13. Media And Public Relations
                                                                                                                                                                                                14. Motivating Your Sales Team
                                                                                                                                                                                                15. Multi-Level Marketing
                                                                                                                                                                                                16. Overcoming Sales Objections
                                                                                                                                                                                                17. Presentation Skills
                                                                                                                                                                                                18. Proposal Writing
                                                                                                                                                                                                19. Prospecting and Lead Generation
                                                                                                                                                                                                20. Sales Fundamentals
                                                                                                                                                                                                21. Servant Leadership
                                                                                                                                                                                                22. Social Media Marketing
                                                                                                                                                                                                23. Telephone Etiquette
                                                                                                                                                                                                24. Top 10 Sales Secrets
                                                                                                                                                                                                25. Trade Show Staff Training

                                                                                                                                                                                                Supervisors And Managers

                                                                                                                                                                                                1. Budgets And Financial Reports
                                                                                                                                                                                                2. Coaching And Mentoring
                                                                                                                                                                                                3. Conducting Annual Employee Reviews
                                                                                                                                                                                                4. Developing New Managers
                                                                                                                                                                                                5. Employee Motivation
                                                                                                                                                                                                6. Facilitation Skills
                                                                                                                                                                                                7. Knowledge Management
                                                                                                                                                                                                8. Leadership And Influence
                                                                                                                                                                                                9. Lean Process And Six Sigma
                                                                                                                                                                                                10. Manager Management
                                                                                                                                                                                                11. Middle Manager
                                                                                                                                                                                                12. Office Politics For Managers
                                                                                                                                                                                                13. Performance Management
                                                                                                                                                                                                14. Self-Leadership
                                                                                                                                                                                                15. Supervising Others
                                                                                                                                                                                                16. Team Building Through Chemistry
                                                                                                                                                                                                17. Virtual Team Building And Management

                                                                                                                                                                                                Workplace Essentials

                                                                                                                                                                                                1. Appreciative Inquiry
                                                                                                                                                                                                2. Business Acumen
                                                                                                                                                                                                3. Business Ethics
                                                                                                                                                                                                4. Business Etiquette
                                                                                                                                                                                                5. Change Management
                                                                                                                                                                                                6. Civility In The Workplace
                                                                                                                                                                                                7. Conflict Resolution
                                                                                                                                                                                                8. Customer Service
                                                                                                                                                                                                9. Customer Support
                                                                                                                                                                                                10. Cyber Security
                                                                                                                                                                                                11. Delivering Constructive Criticism
                                                                                                                                                                                                12. Developing Corporate Behavior
                                                                                                                                                                                                13. Handling a Difficult Customer
                                                                                                                                                                                                14. Networking Outside the Company
                                                                                                                                                                                                15. Networking Within the Company
                                                                                                                                                                                                16. Respect in the Workplace
                                                                                                                                                                                                17. Risk Assessment and Management
                                                                                                                                                                                                18. Safety In The Workplace
                                                                                                                                                                                                19. Team Building For Managers
                                                                                                                                                                                                20. Teamwork And Team Building

                                                                                                                                                                                                Microsoft Office Specialist (MOS)

                                                                                                                                                                                                1. Access 2016 Essentials
                                                                                                                                                                                                2. Excel 2016 Essentials
                                                                                                                                                                                                3. Outlook 2016 Essentials
                                                                                                                                                                                                4. PowerPoint 2016 Essentials
                                                                                                                                                                                                5. Word 2016 Essentials
                                                                                                                                                                                                6. Excel 2016 Expert
                                                                                                                                                                                                7. Word 2016 Expert