Customer service is a necessary position in the job world today. It helps companies give customers what they want and what they need. Although many customers can be difficult, with the right training, skills, and knowledge, any difficult customer can be handled properly and effectively. With a positive attitude, your employee can effectively deal with the most difficult customers and both parties can end the conversation satisfied. This workshop will help you learn how engaging customers properly can benefit both the employee and customer. Effective customer service can change a company’s reputation for the better. You will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.
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
Module 1 - Introduction
Module1 - Getting Started
Module 1 - Workshop Objectives
Module 2 - The Right Attitude Starts with You
Module 2 - Be Grateful
Module 2 - Make Gratitude a Habit
Module 2 - Keep Your Body Healthy
Module 2 - Invoke Inner Peace
Module 2 - Case Study
Module 2 - Video
Module 2 - Quiz
Module 3 - Stress Management (Internal Stressors)
Module 3 - Irritability
Module 3 - Unhappiness with Your Job
Module 3 - Feeling Underappreciated
Module 3 - Not Well Rested
Module 3 - Case Study
Module 3 - Video
Module 3 - Quiz
Module 4 - Stress Management (External Stressors)
Module 4 - Manage Your Work Space
Module 4 - Loud Work Environment
Module 4 - Co-Worker Relations
Module 4 - Demanding Supervisor
Module 4 - Case Study
Module 4 - Video
Module 4 - Quiz
Module 5 - Transactional Analysis
Module 5 - What is Transactional Analysis
Mdoule 5 - Parent
Module 5 - Child
Module 5 - Adult
Module 5 - Case Study
Module 5 - Video
Module 5 - Quiz
Module 6 - Why are Some Customers Difficult
Module 6 - They Have Truly Had a Bad Experience and Want Resolution
Module 6 - Want Someone to be Held Accountable
Module 6 - They Have Truly Had a Bad Experience and Want Resolution
Module 6 - They are Generally Unhappy
Module 6 - Case Study
Module 6 - Video
Module 6 - Quiz
Module 7 - Dealing with the Customer Over the Phone
Module 7 - Listen to the Customer's Complaint
Module 7 - Build Rapport
Module 7 - Do not Respond with Negative Words or Emotions
Module 7 - Offer a Verbal Solution to Your Customer
Module 7 - Case Study
Module 7 - Video
Module 7 - Quiz
Module 8 - Dealing with the Customer in Person
Module 8 - Listen to the Customer's Concerns
Module 8 - Build Rapport
Moldule 8 - Respond with Positive Words and Body Language
Module 8 - Aside From Words
Module 8 - Case Study
Module 8 - Video
Module 8 - Quiz
Module 9 - Sensitivity in Dealing with Customers
Module 9 - Customers who are Angry
Module 9 - Customers who are Rude
Module 9 - Customers with Different Cultural Values
Module 9 - Customers who Cannot be Satisfied
Module 9 - Case Study
Module 9 - Video
Module 9 - Quiz
Module 10 - Scenarios of Dealing with a Difficult Customer
Module 10 - Angry Customer
Module 10 - Rude Customer
Module 10 - A Customer from Another Culture
Module 10 - An Impossible to Please Customer
Module 10 - Case Study
Module 10 - Video
Module 10 - Quiz
Module 11 - Following up with a Customer Once You Have Addressed Their Issue
Module 11 - Call the Customer
Module 11 - Send the Customer an Email
Module 11 - Mail the Customer a Small Token
Module 11 - Snail-mail a Hand Written or Typed Letter
Module 11 - Case Study
Module 11 - Video
Module 11 - Quiz
Module 12 - Wrapping Up
$19.99
Free with your membership