You will explore methods for dealing with common difficult customer interactions.
Dealing With Challenging Customer Interactions
This course is intended for customer service representatives and any client-facing employee who needs to cope with challenging customer situations, either directly or indirectly. This course is also highly useful to customer service managers, who need to be aware of the potential difficult situations in the field and have a standard means of addressing them.
To ensure your success, we recommend you first take the following courses, or have equivalent knowledge:
- Customer Service Via Phone and Email
- Emotional Intelligence
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
Upon successful completion of this course, students will be able to:
- Learn to establish a solid relationship with the customer, so that you may proceed with the interaction in a positive direction.
- Learn to overcome communication issues when dealing with customers.
- Learn to resolve challenging situations with customers.