Description
Curriculum
Instructor
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.Please login.
Curriculum
- 11 Sections
- 11 Lessons
- 8 Hours
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- The Right Attitude Starts with YouThe right attitude starts with you by fostering a positive mindset, showing empathy, and remaining calm. This approach sets the tone for interactions, helping to de-escalate tension and create a constructive dialogue.1
- Stress Management (Internal Stressors)Managing internal stressors involves recognizing personal triggers, maintaining self-awareness, and practicing coping strategies like mindfulness and positive self-talk. These techniques help you stay focused, resilient, and effective in challenging customer interactions.1
- Stress Management (External Stressors)Managing external stressors involves identifying factors outside your control, such as high call volumes or challenging customer behavior. Effective strategies include taking breaks, seeking support from colleagues, and focusing on solutions to reduce impact.1
- Transactional AnalysisTransactional Analysis (TA) is a psychological framework that examines interactions and communication styles. In customer service, it helps agents understand customer behaviors and emotional states, enabling more effective responses and fostering positive relationships.1
- Why Are Some Customers DifficultSome customers may be difficult due to factors like frustration, unmet expectations, past experiences, or stress. Understanding these underlying issues allows service agents to empathize, address concerns effectively, and improve overall customer satisfaction.1
- Dealing With the Customer Over the PhoneDealing with customers over the phone involves active listening, clear communication, and maintaining a calm demeanor. Establishing rapport, asking clarifying questions, and providing accurate information help resolve issues effectively and enhance customer satisfaction.1
- Dealing With the Customer In PersonDealing with customers in person requires strong interpersonal skills, including active listening and empathy. Building rapport, maintaining eye contact, and responding to concerns promptly create a positive experience and foster customer loyalty.1
- Sensitivity in Dealing with CustomersSensitivity in dealing with customers involves recognizing and respecting their emotions and needs. Practicing empathy, active listening, and thoughtful responses helps create a supportive environment, enhancing customer satisfaction and trust in the relationship.1
- Scenarios of Dealing with a Difficult CustomerScenarios for dealing with a difficult customer may include handling complaints about service delays, addressing misunderstandings regarding product features, or managing aggressive behavior. In each case, active listening, empathy, and effective problem-solving are essential for resolution.1
- Following up With a Customer Once You Have Addressed Their IssueFollowing up with a customer after addressing their issue involves checking in to ensure satisfaction and confirming the solution met their needs. This demonstrates commitment, fosters trust, and encourages ongoing loyalty and engagement.1
- Post TestPost Test1
Nobles Center
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