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Course Description

Cus­tomer ser­vice is a nec­es­sary posi­tion in the job world today. It helps com­pa­nies give cus­tomers what they want and what they need. Although many cus­tomers can be dif­fi­cult, with the right train­ing, skills, and knowl­edge, any dif­fi­cult cus­tomer can be han­dled prop­erly and effec­tively. With a pos­i­tive atti­tude, your employee can effec­tively deal with the most dif­fi­cult cus­tomers and both par­ties can end the con­ver­sa­tion satisfied.

With The Hand­ing Dif­fi­cult Cus­tomers course, you will learn how engag­ing cus­tomers prop­erly can ben­e­fit both the employee and cus­tomer. Effec­tive cus­tomer ser­vice can change a company’s rep­u­ta­tion for the bet­ter. Through this course, you will gain a new per­spec­tive on how to react to neg­a­tive cus­tomers and leave the cus­tomer sat­is­fied and as a return­ing customer.

Learning Outcomes

By the end of this 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 Features

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MODULES
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: 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 Issue
Module Twelve: Wrapping Up

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