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How to Deal with Difficult, Angry, and Upset Customer's and Still Remain Calm

Features Includes:
  • Self-paced with Life Time Access
  • Certificate on Completion
  • Access on Android and iOS App

Course Preview Video

Description

Course Overview

Handling difficult customers may seem like a thankless job. Fortunately, you can develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life. By improving the focus of your thoughts and feelings, how you manage stress and how well you listen to and empathize with others, you will be better able to meet the challenges other people pose in both your professional and personal life.

This course offers guidelines and examples on how to handle different types of challenging customers that you will face, along with specific approaches that can make those interactions not only less challenging, but more rewarding as well.


Basic knowledge
  • No Prerequisites required for this course

What will you learn

By the end of this Handling a Difficult Customer Online Short Course, you will be able to:

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances

Course Outline

  • Module One: Getting Started
  • Module Two: The Right Attitude Starts with You
  • Module Three: Stress Management (Internal Stressors)
  • Module Four: Stress Management (External Stressors)
  • Module Five: Transaction Analysis
  • Module Six: Why are Some Customers Difficult
  • Module Seven: Dealing with the Customer Over the Phone
  • Module Eight: Dealing with the Customer in Person
  • Module Nine: Sensitivity in Dealing with Customers
  • Module Ten: Scenarios of Dealing with a Difficult Customer
  • Module Eleven: Following Up with a Customer once you have Addressed Their Issue.
  • Module Twelve: Wrapping Up

Course Fast Facts

  • Easy to follow and understand
  • Only 6 to 8 hours of study is required
  • Unlimited, lifetime access to online course
  • Delivered 100% on-line and accessible 24/7 from any computer or smartphone
  • You can study from home or at work, at your own pace, in your own time
  • Download printer friendly course content
Course Curriculum
Number of Lectures: 22 Total Duration: 01:01:42
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