FormatechEdu

Course Outline


Handling complaints and Difficult Customers

Duration

12 Hours

Language

English

Summary

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 workshop your participants will see an increase in customer service, productivity, and a decrease in unhappy customers. Your participants will be provided a strong skill set including in-person and over the phone techniques, addressing complaints, and generating return business

Target Audience

This course will appeal to a wide range of audiences and is intended for anyone dealing with customers.

Skills Gained

Upon completion of workshop participants will be able to:

  • Use the Right Attitude
  • Deal with different Types of Customers
  • Handle different situations
  • Solve Customer Complaints and Regain Trust

Topics Covered

1.       The Right Attitude Starts with You

  • Be Grateful
  • Keep Your Body Healthy
  • Focus on Positive Thoughts
  • Invoke Inner Peace

2.       Internal Stress Management

  • Irritability
  • Unhappiness with Your Job
  • Feeling Underappreciated
  • Not Well-Rested

3.       External Stress Management

  • Office Furniture Not Ergonomically Sound
  • High Noise Volume in the Office
  • Rift with Co-Workers
  • Demanding Supervisor

4.       Transactional Analysis

  • What is Transactional Analysis?
  • Parent
  • Adult
  • Child

5.       Why are Some Customers Difficult?

  • They Have Truly Had a Bad Experience and Want to Vent
  • They Have Truly Had a Bad Experience and Want Someone to be Held Accountable
  • They Have Truly Had a Bad Experience and Want Resolution
  • They Are Generally Unhappy

6.       Dealing with the Customer Over the Phone

  • Listen to the Customer’s Complaint
  • Build Rapport
  • Do Not Respond with Negative Words or Emotion
  • Offer a Verbal Solution to Customer

7.       Dealing with the Customer In Person

  • Listen to the Customer’s Complaint
  • Build Rapport
  • Responding with Positive Words and Body Language

8.       Sensitivity in Dealing with Customers

  • Who are Angry
  • Who Are Rude
  • With Different Cultural Values
  • Who Cannot Be Satisfied

9.       Scenarios of Dealing with a Difficult Customer

  • Angry Customer
  • Rude Customer
  • Culturally Diverse Customer
  • Impossible to Please Customer

10.   Following up With a Customer Once You Have Addressed Their Complaint

  • Call the Customer
  • Send the Customer an Email
  •  Mail the Customer a Small Token
  • Handwritten or Typed Letter

11.   Wrapping Up

  • Words From The Wise
  • Review Of The Parking Lot
  • Lessons Learned
  • Recommended Reading
  • Completion of Action Plans and Evaluations

Methodology

  • Learning Concepts/Presentations
  • Group Activities and Discussions
  • Tips and Tools
  • Individual and Team Exercises
  • Role Plays/Case Studies
  • Educational Videos
  • Action Plan to ensure Application of the Learning