Handling a Difficult Customer

Clarionttech Services
Online study mode
No 1 Adegbeyemi Street (Glass House) off Allen Avenue/68 Agungi Ajiran Road Lekki peninsula II Lagos State
5 months
May 20 - Oct 26 2020

Course Description

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 training your participants will learn stress management skills, how to build rapport, and recognizing certain body language.

 

By utilizing our Handling a Difficult Customer training 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.

 

Course Outline

CURRICULUM

MODULE 1 - GETTING STARTED
MODULE 2 - THE RIGHT ATTITUDE STARTS WITH YOU
MODULE 3 - INTERNAL STRESS MANAGEMENT
MODULE 4 - EXTERNAL STRESS MANAGEMENT
MODULE 5 - TRANSACTIONAL ANALYSIS
MODULE 6 - WHY ARE SOME CUSTOMERS DIFFICULT?
MODULE 7 - DEALING WITH THE CUSTOMER OVER THE PHONE
MODULE 8 - DEALING WITH THE CUSTOMER IN PERSON
MODULE 9 - SENSITIVITY IN DEALING WITH CUSTOMERS
MODULE 10 - SCENARIOS OF DEALING WITH A DIFFICULT CUSTOMER
MODULE 11 - FOLLOWING UP WITH A CUSTOMER ONCE YOU HAVE ADDRESSED THEIR COMPLAINT
MODULE 12 - WRAPPING UP

How To Enroll

https://clariongr.com/apply/

Price: NGN 40,000 20,000

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