Dealing with Challenging Customer Interactions

Course Specifications

Course number: 088880
Course length: 1.0 day(s)

Course Description

Course Objective: You will explore methods for dealing with common difficult customer interactions.

Target Student: This course is intended for customer service representatives and any client-facing employee who needs to cope with challenging customer situations, either directly or indirectly. This course is also highly useful to customer service managers, who need to be aware of the potential difficult situations in the field and have a standard means of addressing them.

Prerequisites: To ensure your success, we recommend you first take the following courses, or have equivalent knowledge:

Customer Service Via Phone and Email
Emotional Intelligence

Hardware Requirements

A Pentium® III with 500 MHz (or better), or Macintosh® Intel-based or PowerPC G4 (or better) processor.
At least 512 MB of RAM.
A monitor capable of 1024 x 768 screen resolution and 32-bit color display.

Software Requirements

Each computer requires the following software:

Microsoft® Windows Vista®, Windows® XP (Professional or Home Edition), Windows 2000, or Apple® Mac OS® X 10.4 (or higher).
Microsoft® Internet Explorer® 7 (or higher), Mozilla® Firefox® 2 (or higher), or Apple® Safari® 2 (or higher), with pop-up blocking turned off.
Adobe® Flash® Player 8 (current version recommended).

Course Objectives

Upon successful completion of this course, students will be able to:

learn to establish a solid relationship with the customer, so that you may proceed with the interaction in a positive direction.
learn to overcome communication issues when dealing with customers.
learn to resolve challenging situations with customers.

Course Content

Lesson 1: Establishing a Solid Customer Relationship: Topic 1A: Review Customer Service Basics; Topic 1B: Recognize a Difficult Situation; Topic 1C: Work Within Your Company's Parameters; Topic 1D: Handle Simultaneous Customer Contacts; Topic 1E: Handle a Difficult Customer Interaction

Lesson 2: Overcoming Communication Issues: Topic 2A: Adapt to the Customer's Personality Style; Topic 2B: Identify the Customer's Issue; Topic 2C: Overcome Communication Issues

Lesson 3: Resolving Challenging Situations: Topic 3A: Educate the Customer; Topic 3B: Focus on the Issue; Topic 3C: Overcome Negativity; Topic 3D: Redirect the Customer; Topic 3E: Follow Up on a Challenging Situation

SKU	088880S3
Weight	0.8100
Coming Soon	No
Days of Training	1.0
Audience	Student
Product Family	Select
Product Type	Print Courseware
Electronic	No
ISBN	142461628X
Language	English
Page Count	122
Curriculum Library	No
Year	No
Manufacturer's Product Code	No

Current Revision	1.0
Revision Notes	No Revision Information Available
Original Publication Date	2010-12-09 00:00:00

rtf	088880S3 RTF File
outline	088880S3 Outline File

More Views

Dealing with Challenging Customer Interactions