1 Day, 9:00-4:00, 6 Hours
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 with a strong skill set including in-person and over-the-phone techniques, addressing complaints, and generating return business.
Module One: Getting Started
Module Two: The Right Attitude Starts with You
Module Three: Internal Stress Management
Module Four: External Stress Management
Module Five: Transactional 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 Complaint
Module Twelve: Wrapping Up
We offer the above listed class as a private group class in the following delivery formats:
| Private Group Class: Live Virtual | |
|---|---|
| 1-6 students | $1650 |
| 7-12 students | $2800 |
| 13-18 students | $3500 |
| Private Group Class: At Your Location | |
|---|---|
| 1-6 students | $1900 |
| 7-12 students | $3050 |
| 13-18 students | $3750 |
Private group classes are cost effective when you have a group of students who need the same course. Volume discounts of 5% to 20% are available when five or more training days are scheduled. For classes conducted at your location, you are responsible for the classroom setup which should include: