Handling a Difficult Customer

Keeping a positive mental attitude in the face of difficulty isn’t easy. In fact, according to psychologists, our brains seem to be hardwired to focus on the negative, as studies have shown. However, here is some positivity to focus on: many studies have also demonstrated that cultivating an “attitude of gratitude” and engaging in regular exercise and meditation have dramatic effects on our sense of well being.

Beginner 0(0 Ratings) 10 Students enrolled English
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Last updated Tue, 13-Jun-2023
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Course overview

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

What will i learn?

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances
Curriculum for this course
50 Lessons 00:00:00 Hours
The Right Attitude Starts with You
5 Lessons 00:00:00 Hours
  • The Right Attitude Starts with You
    .
  • Be Grateful
    .
  • Make Gratitude a Habit
    .
  • Keep Your Body Healthy
    .
  • Invoke Inner Peace
    .
Stress Management (Internal Stressors)
5 Lessons 00:00:00 Hours
  • Stress Management (Internal Stressors)
    .
  • Irritability
    .
  • Unhappiness With Your Job
    .
  • Feeling Underappreciated
    .
  • Not Well Rested
    .
Stress Management (External Stressors)
5 Lessons 00:00:00 Hours
  • Stress Management (External Stressors)
    .
  • Manage Your Work Space
    .
  • Loud Work Environment
    .
  • Co-Worker Relations
    .
  • Demanding Supervisor
    .
Transactional Analysis
5 Lessons 00:00:00 Hours
  • Transactional Analysis
    .
  • What is Transactional Analysis
    .
  • Parent
    .
  • Child
    .
  • Adult
    .
Why Are Some Customers Difficult
5 Lessons 00:00:00 Hours
  • Why Are Some Customers Difficult
    .
  • They Have Truly Had a Bad Experience and Want to Vent
    .
  • Want Someone to be Held Accountable
    .
  • They Have Truly Had a Bad Experience and Want Resolution
    .
  • They are Generally Unhappy
    .
Dealing With the Customer Over the Phone
5 Lessons 00:00:00 Hours
  • Dealing With the Customer Over the Phone
    .
  • Listen to the Customer's Complaint
    .
  • Building Rapport
    .
  • Do Not Respond with Negative Words or Emotion
    .
  • Offer a Verbal Solution to Your Customer
    .
Dealing With the Customer In Person
5 Lessons 00:00:00 Hours
  • Dealing With the Customer In Person
    .
  • Listen to the Customer's Concerns
    .
  • Build Rapport
    .
  • Respond with Positive Words and Body Language
    .
  • Aside From Words
    .
Sensitivity in Dealing with Customers
5 Lessons 00:00:00 Hours
  • Sensitivity in Dealing with Customers
    .
  • Customers Who are Angry
    .
  • Customers Who are Rude
    .
  • Customers with Different Cultural Values
    .
  • Customers Who Cannot be Satisfied
    .
Scenarios of Dealing with a Difficult Customer
5 Lessons 00:00:00 Hours
  • Scenarios of Dealing with a Difficult Customer
    .
  • Angry Customer
    .
  • Rude Customer
    .
  • A Customer From Another Culture
    .
  • An Impossible to Please Customer
    .
Following up With a Customer Once You Have Addressed Their Issue
5 Lessons 00:00:00 Hours
  • Following up With a Customer Once You Have Addressed Their Issue
    .
  • Call the Customer
    .
  • Send the Customer an Email
    .
  • Mail the Customer a Small Token
    .
  • Snail-Mail a Handwritten or Typed Letter
    .
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