Handling a Difficult Customer
You’ll develop the cultural awareness and critical thinking skills you need to analyze and produce a broad range of discourse in a full spectrum of careers — and to make a difference in whatever you do.
- 12 Moduls / 3 Weeks
- Intakes: Asynchronous, Apply to Enroll
Overview
At first glance, handling a difficult customer 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. Implementing the guidelines in this module is the first step in a process towards forever changing how you interact with others.
Learning Outcomes
At the end of this course, participants should 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 Modules
| Module Name | ||
|---|---|---|
| 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: Transactional 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 | ||
| . |
Do you have more questions?
Contact us
1050 West Lakes Drive, # 225
West Covina, CA 91790
How to Apply?
- You Apply
Tell us a little about yourself and we’ll help with the rest. Our convenient online application tool only takes 10 minutes to complete.
- We Connect
After you submit your application, an admissions representative will contact you and will help you to complete the process.
- You Get Ready
Once you’ve completed your application and connected with an admissions representative, you’re ready to create your schedule.