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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.

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Last Updated

November 8, 2021

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Certification

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.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. With that in mind, let’s review our goals for today.

At the end of this course, you 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 Curriculum

    • Introduction Unlimited
    • Housekeeping Items Unlimited
    • The Parking Lot Unlimited
    • Objectives Unlimited
    • Module 1: Getting Started Deck Unlimited
    • Introduction Unlimited
    • Be Grateful Unlimited
    • Make Gratitude a Habit Unlimited
    • Keep Your Body Healthy Unlimited
    • Invoke Inner Peace Unlimited
    • Case Study Unlimited
    • Module 2: The Right Attitude Starts with You Deck Unlimited
    • Module 2: The Right Attitude Starts with You Quiz 00:05:00
    • Introduction Unlimited
    • Irritability Unlimited
    • Unhappiness With Your Job Unlimited
    • Feeling Underappreciated Unlimited
    • Not Well Rested Unlimited
    • Case Study Unlimited
    • Module 3: Stress Management (Internal Stressors) Deck Unlimited
    • Module 3: Stress Management (Internal Stressors) Quiz 00:05:00
    • Introduction Unlimited
    • Manage Your Work Space Unlimited
    • Loud Work Environment Unlimited
    • Co-Worker Relations Unlimited
    • Demanding Supervisor Unlimited
    • Case Study Unlimited
    • Module 4: Stress Management (External Stressors) Deck Unlimited
    • Module 4: Stress Management (External Stressors) Quiz 00:05:00
    • Introduction Unlimited
    • What is Transactional Analysis Unlimited
    • Parent Unlimited
    • Child Unlimited
    • Adult Unlimited
    • Case Study Unlimited
    • Module 5: Transactional Analysis Deck Unlimited
    • Module 5: Transactional Analysis Quiz 00:05:00
    • Introduction Unlimited
    • They Have Truly Had a Bad Experience and Want to Vent Unlimited
    • Want Someone to be Held Accountable Unlimited
    • They Have Truly Had a Bad Experience and Want Resolution Unlimited
    • They are Generally Unhappy Unlimited
    • Case Study Unlimited
    • Module 6: Why are Some Customers Difficult Deck Unlimited
    • Module 6: Why are Some Customers Difficult Quiz 00:05:00
    • Introduction Unlimited
    • Listen to the Customer’s Complaint Unlimited
    • Build Rapport Unlimited
    • Do Not Respond with Negative Words or Emotion Unlimited
    • Offer a Verbal Solution to Your Customer Unlimited
    • Case Study Unlimited
    • Module 7: Dealing with the Customer Over the Phone Deck Unlimited
    • Module 7: Dealing with the Customer Over the Phone Quiz 00:05:00
    • Introduction Unlimited
    • Listen to the Customer’s Concerns Unlimited
    • Build Rapport Unlimited
    • Respond with Positive Words and Body Language Unlimited
    • Aside from Words Unlimited
    • Case Study Unlimited
    • Module 8: Dealing with the Customer In Person Deck Unlimited
    • Module 8: Dealing with the Customer In Person Quiz 00:05:00
    • Introduction Unlimited
    • Customers who are Angry Unlimited
    • Customers who are Rude Unlimited
    • Customers with Different Cultural Values Unlimited
    • Customers who Cannot be Satisfied Unlimited
    • Case Study Unlimited
    • Module 9: Sensitivity in Dealing with Customers Deck Unlimited
    • Module 9: Sensitivity in Dealing with Customers Quiz 00:05:00
    • Introduction Unlimited
    • Angry Customer Unlimited
    • Rude Customer Unlimited
    • A Customer from Another Culture Unlimited
    • An Impossible to Please Customer Unlimited
    • Case Study Unlimited
    • Module 10: Scenarios of Dealing with a Difficult Customer Deck Unlimited
    • Module 10: Scenarios of Dealing with a Difficult Customer Quiz 00:05:00
    • Introduction Unlimited
    • Call the Customer Unlimited
    • Send the Customer an Email Unlimited
    • Mail the Customer a Small Token Unlimited
    • Snail-Mail a Handwritten or Typed Letter Unlimited
    • Case Study Unlimited
    • Module 11: Following up With a Customer Once You Have Addressed Their Issue Deck Unlimited
    • Module 11: Following up With a Customer Once You Have Addressed Their Issue Quiz 00:05:00
    • Introduction Unlimited
    • Words from the Wise Unlimited
    • Review of Parking Lot Unlimited
    • Lessons Learned Unlimited
    • Completion of Action Plans and Evaluations Unlimited
    • Module 12: Wrapping Up Deck Unlimited

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