Dealing with Challenging Customer Interactions

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

Course length: One day

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