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,
  • Promotional Advertorials
  • Lesson Plans with Flip Chart Notes

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

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

                                                                                                                                                                                                Other Course Kits Available:

                                                                                                                                                                                                1. Accountability in the Workplace
                                                                                                                                                                                                2. Administrative Office Procedures
                                                                                                                                                                                                3. Administrative Support
                                                                                                                                                                                                4. Adult Learning - Mental Skills
                                                                                                                                                                                                5. Adult Learning - Physical Skills
                                                                                                                                                                                                6. Anger Management
                                                                                                                                                                                                7. Appreciative Inquiry
                                                                                                                                                                                                8. Archiving and Records Management
                                                                                                                                                                                                9. Attention Management
                                                                                                                                                                                                10. Basic Bookkeeping
                                                                                                                                                                                                11. Being a Likeable Boss
                                                                                                                                                                                                12. Body Language Basics
                                                                                                                                                                                                13. Budgets and Financial Reports
                                                                                                                                                                                                14. Building Confidence and Assertiveness
                                                                                                                                                                                                15. Business Acumen
                                                                                                                                                                                                16. Business Ethics
                                                                                                                                                                                                17. Business Etiquette
                                                                                                                                                                                                18. Business Succession Planning
                                                                                                                                                                                                19. Business Writing
                                                                                                                                                                                                20. Call Center Training
                                                                                                                                                                                                21. Change Management
                                                                                                                                                                                                22. Civility in the Workplace
                                                                                                                                                                                                23. Coaching and Mentoring
                                                                                                                                                                                                24. Coaching Salespeople
                                                                                                                                                                                                25. Collaborative Business Writing
                                                                                                                                                                                                26. Communication Strategies
                                                                                                                                                                                                27. Conducting Annual Employee Reviews
                                                                                                                                                                                                28. Conflict Resolution
                                                                                                                                                                                                29. Contact Center Training
                                                                                                                                                                                                30. Contract Management
                                                                                                                                                                                                31. Creating a Great Webinar
                                                                                                                                                                                                32. Creative Problem Solving
                                                                                                                                                                                                33. Creativity: Thinking Outside the Box
                                                                                                                                                                                                34. Crisis Management
                                                                                                                                                                                                35. Critical Thinking
                                                                                                                                                                                                36. Customer Service
                                                                                                                                                                                                37. Customer Support
                                                                                                                                                                                                38. Cyber Security
                                                                                                                                                                                                39. Delivering Constructive Criticism
                                                                                                                                                                                                40. Developing a Lunch and Learn
                                                                                                                                                                                                41. Developing Corporate Behavior
                                                                                                                                                                                                42. Developing Creativity
                                                                                                                                                                                                43. Developing Emotional Intelligence
                                                                                                                                                                                                44. Developing New Managers
                                                                                                                                                                                                45. Digital Citizenship
                                                                                                                                                                                                46. Diversity, Equity and Inclusion
                                                                                                                                                                                                47. Employee Motivation
                                                                                                                                                                                                48. Employee Onboarding
                                                                                                                                                                                                49. Employee Recruitment
                                                                                                                                                                                                50. Employee Termination Processes
                                                                                                                                                                                                51. Entrepreneurship
                                                                                                                                                                                                52. Event Planning
                                                                                                                                                                                                53. Executive and Personal Assistants
                                                                                                                                                                                                54. Facilitation Skills
                                                                                                                                                                                                55. Generation Gaps
                                                                                                                                                                                                56. Goal Setting and Getting Things Done
                                                                                                                                                                                                57. Handling a Difficult Customer
                                                                                                                                                                                                58. Health and Wellness at Work
                                                                                                                                                                                                59. High Performance Teams Inside the Company
                                                                                                                                                                                                60. High Performance Teams Remote Workforce
                                                                                                                                                                                                61. Hiring Strategies
                                                                                                                                                                                                62. Human Resource Management
                                                                                                                                                                                                63. Improving Mindfulness
                                                                                                                                                                                                64. Improving Self-Awareness
                                                                                                                                                                                                65. In Person Sales
                                                                                                                                                                                                66. Increasing Your Happiness
                                                                                                                                                                                                67. Internet Marketing Fundamentals
                                                                                                                                                                                                68. Interpersonal Skills
                                                                                                                                                                                                69. Job Search Skills
                                                                                                                                                                                                70. Knowledge Management
                                                                                                                                                                                                71. Leadership and Influence
                                                                                                                                                                                                72. Leadership Development for Women
                                                                                                                                                                                                73. Lean Six Sigma
                                                                                                                                                                                                74. Life Coaching Essentials
                                                                                                                                                                                                75. Manager Management
                                                                                                                                                                                                76. Managing Personal Finances
                                                                                                                                                                                                77. Managing Workplace Anxiety
                                                                                                                                                                                                78. Managing Workplace Harassment
                                                                                                                                                                                                79. Marketing Basics
                                                                                                                                                                                                80. Measuring Results From Training
                                                                                                                                                                                                81. Media and Public Relations
                                                                                                                                                                                                82. Meeting Management
                                                                                                                                                                                                83. Middle Manager
                                                                                                                                                                                                84. Millennial Onboarding
                                                                                                                                                                                                85. mLearning Essentials
                                                                                                                                                                                                86. Motivating Your Sales Team
                                                                                                                                                                                                87. Multi-Level Marketing
                                                                                                                                                                                                88. Negotiation Skills
                                                                                                                                                                                                89. Networking Outside the Company
                                                                                                                                                                                                90. Networking Within the Company
                                                                                                                                                                                                91. Office Health and Safety
                                                                                                                                                                                                92. Office Politics For Managers
                                                                                                                                                                                                93. Organizational Skills
                                                                                                                                                                                                94. Overcoming Sales Objections
                                                                                                                                                                                                95. Performance Management
                                                                                                                                                                                                96. Personal Branding
                                                                                                                                                                                                97. Personal Productivity
                                                                                                                                                                                                98. Presentation Skills
                                                                                                                                                                                                99. Project Management
                                                                                                                                                                                                100. Proposal Writing
                                                                                                                                                                                                101. Prospecting and Lead Generation
                                                                                                                                                                                                102. Public Speaking
                                                                                                                                                                                                103. Recognizing Employee Excellence
                                                                                                                                                                                                104. Respect in the Workplace
                                                                                                                                                                                                105. Responsibility in the Workplace
                                                                                                                                                                                                106. Risk Assessment and Management
                                                                                                                                                                                                107. Safety in the Workplace
                                                                                                                                                                                                108. Sales Fundamentals
                                                                                                                                                                                                109. Self-Leadership
                                                                                                                                                                                                110. Sensitivity Training
                                                                                                                                                                                                111. Servant Leadership
                                                                                                                                                                                                112. Social Intelligence
                                                                                                                                                                                                113. Social Learning
                                                                                                                                                                                                114. Social Media In The Workplace
                                                                                                                                                                                                115. Social Media Marketing
                                                                                                                                                                                                116. Stress Management
                                                                                                                                                                                                117. Supervising Others
                                                                                                                                                                                                118. Supply Chain Management
                                                                                                                                                                                                119. Taking Initiative
                                                                                                                                                                                                120. Talent Management
                                                                                                                                                                                                121. Team Building For Managers
                                                                                                                                                                                                122. Team Building Through Chemistry
                                                                                                                                                                                                123. Teamwork and Team Building
                                                                                                                                                                                                124. Telephone Etiquette
                                                                                                                                                                                                125. Telework And Telecommuting
                                                                                                                                                                                                126. Ten Soft Skills You Need
                                                                                                                                                                                                127. The Cloud and Business
                                                                                                                                                                                                128. Time Management
                                                                                                                                                                                                129. Top 10 Sales Secrets
                                                                                                                                                                                                130. Trade Show Staff Training
                                                                                                                                                                                                131. Train-The-Trainer
                                                                                                                                                                                                132. Trust Building and Resilience Development
                                                                                                                                                                                                133. Unconscious Bias
                                                                                                                                                                                                134. Universal Safety Practices
                                                                                                                                                                                                135. Virtual Team Building and Management
                                                                                                                                                                                                136. Work-Life Balance
                                                                                                                                                                                                137. Workplace Bullying
                                                                                                                                                                                                138. Workplace Harassment
                                                                                                                                                                                                139. Workplace Violence