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Professional Development Skills >
Conflict and Stress Management >
Handling Difficult Customers Training
In this course, you will learn how find common ground, calm emotions and forge a productive path forward, so you can lead a difficult customer to a better outcome.
The customers and suppliers you need to work with effectively may be outside your company or in the next office. and you may not always see eye to eye. Even if you have strong interpersonal skills and common goals, conflict can happen. Make sure you know how find common ground, calm emotions and forge a productive path forward.
Conflict and Stress Management
In the Handling Difficult Customers Training course, you will learn:· How You Perceive Difficult Customers· The Power of a Difficult Customers· Strategies for Dealing with Difficult Customers· How to Communicate with Unsatisfied Clients· Leading a Difficult Customer to a Better Outcome
Part 1: The Difficult Customer in Your LifePersonality Profiles of Difficult PeopleQuickly building rapport with your customers.Listen and acknowledge that you have heard what your customers have said.Part 2: How You Perceive Difficult PeopleHow You Contribute to the ProblemCreate a sense of trust and goodwill with your customersReset customer expectations.The Right Attitude Starts with YouPart 3: The Power of a Difficult PersonDegrees of DifficultyFavorite Difficult PersonFirst ResponseGetting Past the First Response
Part 4: Making a Plan and Finding the WordsStrategies for Dealing with Different TypesCommunication skills for unreasonable customers.Choosing customer-centric language.Part 5: Leading a Difficult Customer to a Better OutcomeThe LEAD Model; Listen; Explore; AttendDeliver a SolutionBeing the Difficult PersonHow to better manage service-related stress.
HRCI Professional in Human Resources (PHR)HRCI Senior Professional in Human Resources (SPHR)SHRM Certified Professional (SHRM-CP)
It is recommended that you attend the following course prior to attending the Handling Difficult Customers Training, or have equivalent experience: • Quality Customer Service
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