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:

Hardware Requirements

Software Requirements

Each computer requires the following software:

Course Objectives

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

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