How To Deal With Difficult, Angry, And Upset Customer's And Still Remain Calm

How To Deal With Difficult, Angry, And Upset Customer's And Still Remain Calm
 
DURATION
01:01:42

Description

Course Overview

Handling difficult customers 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.

This course offers guidelines and examples on how to handle different types of challenging customers that you will face, along with specific approaches that can make those interactions not only less challenging, but more rewarding as well.

Basic knowledge

• No Prerequisites required for this course

What will you learn

• By the end of this Handling a Difficult Customer Online Short Course, you will be able to:

• 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

• Module One: Getting Started
• Module Two: The Right Attitude Starts with You
• Module Three: Stress Management (Internal Stressors)
• Module Four: Stress Management (External Stressors)
• Module Five: Transaction Analysis
• Module Six: Why are Some Customers Difficult
• Module Seven: Dealing with the Customer Over the Phone
• Module Eight: Dealing with the Customer in Person
• Module Nine: Sensitivity in Dealing with Customers
• Module Ten: Scenarios of Dealing with a Difficult Customer
• Module Eleven: Following Up with a Customer once you have Addressed Their Issue.
• Module Twelve: Wrapping Up

Course Fast Facts

• Easy to follow and understand
• Only 6 to 8 hours of study is required
• Unlimited, lifetime access to online course
• Delivered 100% on-line and accessible 24/7 from any computer or smartphone
• You can study from home or at work, at your own pace, in your own time
• Download printer friendly course content

Course Curriculum

Module One: Getting Started

• Lecture 1: Getting Started Presentation

Module Two: The Right Attitude Starts with You

• Lecture 2: The Right Attitude Starts with You Presentation
• Lecture 2: Video Case Study & Activity Worksheet

Module Three: Stress Management (Internal Stressers)

• Lecture 3: Stress Management (Internal Stressers) Presentation
• Lecture 3: Video Case Study & Activity Worksheet

Module Four: Stress Management (External Stressers)

• Lecture 4: Stress Management (External Stressers) Presentation
• Lecture 4: Video Case Study & Activity Worksheet

Module Five: Transactional Analysis

• Lecture 5: Transactional Analysis Presentation
• Lecture 5: Video Case Study & Activity Worksheet

Module Six: Why are Some Customer's Difficult

• Lecture 6: Why are Some Customer's Difficult Presentation
• Lecture 6: Video Case Study & Activity Worksheet

Module Seven: Dealing with the Customer Over the Phone

• Lecture 7: Dealing with the Customer Over the Phone Presentation
• Lecture 7: Video Case Study & Activity Worksheet

Module Eight: Dealing with the Customer in Person

• Lecture 8: Dealing with the Customer in Person Presentation
• Lecture 8: Video Case Study & Activity Worksheet

Module Nine: Sensitivity in Dealing with Customer's

• Lecture 9: Sensitivity in Dealing with Customer's Presentation
• Lecture 9: Video Case Study

Module Ten: Scenarios of Dealing with a Difficult Customer

• Lecture 10: Scenarios of Dealing with a Difficult Customer Presentation
• Lecture 10: Video Case Study

Module Eleven: Following Up with a Customer Once You Have Addressed Their Issue

• Lecture 11: Following Up with a Customer Once You Have Addressed Their Issue
• Lecture 11: Video Case Study

Module Twelve: Wrapping Up

• Lecture 12: Closing Comments