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

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

  • Life Time Access
  • Certificate on Completion
  • Access on Android and iOS App
About this Course

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 you will 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
Curriculum
Number of Lectures: 22
Total Duration: 01:01:42
Module One: Getting Started
  • Lecture 1: Getting Started Presentation  

    Module One: Getting Started Video Presentation

    Module One: Worksheets

Module Two: The Right Attitude Starts with You
  • Lecture 2: The Right Attitude Starts with You Presentation  

    Module Two: The Right Attitude Starts with You Video Presentation

    Module Two: Worksheets

  • Lecture 2: Video Case Study & Activity Worksheet  

    Module Two: Video Case Study

    Module Two: Activity Worksheet

Module Three: Stress Management (Internal Stressers)
  • Lecture 3: Stress Management (Internal Stressers) Presentation  

    Module Three: Stress Management (Internal Stressers) Video Presentation

    Module Three: Worksheets

  • Lecture 3: Video Case Study & Activity Worksheet  

    Module Three: Video Case Study

    Module Three: Activity Worksheet

Module Four: Stress Management (External Stressers)
  • Lecture 4: Stress Management (External Stressers) Presentation  

    Module Four: Stress Management (External Stressers) Video Presentation

    Module Four: Worksheets

  • Lecture 4: Video Case Study & Activity Worksheet  

    Module Four: Video Case Study

    Module Four: Activity Worksheet

Module Five: Transactional Analysis
  • Lecture 5: Transactional Analysis Presentation  

    Module Five: Transactional Analysis Video Presentation

    Module Five: Worksheets

  • Lecture 5: Video Case Study & Activity Worksheet  

    Module Five: Video Case Study

    Module Five: Activity Worksheet

Module Six: Why are Some Customer's Difficult
  • Lecture 6: Why are Some Customer's Difficult Presentation  

    Module Six: Why are Some Customer's Difficult Video Presentation

    Module Six: Worksheets

  • Lecture 6: Video Case Study & Activity Worksheet  

    Module Six: Video Case Study

    Module Six: Activity Worksheet

Module Seven: Dealing with the Customer Over the Phone
  • Lecture 7: Dealing with the Customer Over the Phone Presentation  

    Module Seven: Dealing with the Customer Over the Phone Video Presentation

    Module Seven: Worksheets

  • Lecture 7: Video Case Study & Activity Worksheet  

    Module 7: Video Case Study

    Module 7: Activity Worksheet

Module Eight: Dealing with the Customer in Person
  • Lecture 8: Dealing with the Customer in Person Presentation  

    Module Eight: Dealing with the Customer in Person Video Presentation

    Module Eight: Worksheets

  • Lecture 8: Video Case Study & Activity Worksheet  

    Module Eight: Video Case Study

    Module Eight: Activity Worksheet

Module Nine: Sensitivity in Dealing with Customer's
  • Lecture 9: Sensitivity in Dealing with Customer's Presentation  

    Module Nine: Dealing with Customer's Video Presentation

    Module Nine: Worksheets

  • Lecture 9: Video Case Study  

    Module Nine: Video Case Study

Module Ten: Scenarios of Dealing with a Difficult Customer
  • Lecture 10: Scenarios of Dealing with a Difficult Customer Presentation  

    Module Ten: Dealing with a Difficult Customer Video Presentation

    Module Ten: Worksheets

  • Lecture 10: Video Case Study  

    Module Ten: Video Case Study

Module Eleven: Following Up with a Customer Once You Have Addressed Their Issue
  • Lecture 11: Following Up with a Customer Once You Have Addressed Their Issue  

    Module Eleven: Following Up with a Customer Once You Have Addressed Their Issue Video Presentation

    Module Eleven: Worksheets

  • Lecture 11: Video Case Study  

    Module Eleven: Video Case Study

Module Twelve: Wrapping Up
  • Lecture 12: Closing Comments  

    Module Twelve: Closing Comments

    Module Twelve: Action Plan

    Module Twelve: Recommended Readings

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