How to Handle Challenging Customers (Angry & Rude)?



Handle difficult customers | Handle Angry customers | Handle Rude customers | Handle Impossible-to please customers

What you will learn

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

Able to deal with Angry customers

Able to handle Rude customers

Description

Dealing directly with customer on daily basis either on phone or in-person is challenging. 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, you can effectively deal with the most difficult customers and both parties can end the conversation satisfied.

With The Handing A Challenging Customer workshop, you will learn how engaging customers properly can benefit both the employee and customer. Effective customer service can change a company’s reputation for the better. Through this workshop, you will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.

Workshop Objectives:

  • 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
  • Able to deal with Angry, Rude and hard to please customers.

Words from the Wise

  • I Ching (The Classic of Changes): No situation can become favorable until one is able to adapt to it and does not wear oneself out with mistaken resistance.
  • Charles Darwin: It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change.
  • Mother Teresa: Kind words may be short and easy to speak, but their echoes are endless.
  • Mahatma Gandhi: A customer is the most important visitor on our premises; he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.

Welcome

English
language

Content

Introduction
Introduction
The Right Attitude Starts with You
Introduce gratitude.
Make Gratitude a Habit
Keep Your Body Healthy
Meditation
Invoke Inner Peace
Monica
Stress Management (Internal stressors)
Internal Stressors and Irritability
Unhappiness With Your Job
Not Well Rested
Jennifer
Stress management (External stressors)
External stressors
Co-Worker Relations
Angela
Transactional Analysis
What is Transactional Analysis?
Parent and child
Adult
Laura and John
Why are Some Customers Difficult
Vent a bad experience
Want Someone to be Held Accountable
They are Generally Unhappy
Ginny
Dealing with customer over the phone
Listen to the Customer’s Complaint
Build a rapport
offer solutions
Frank
Dealing with the Customer In Person
Listen to the Customer’s Concerns
Build Rapport”
Aside from Words
George
Difficult customer
Handle Angry customer
How to deal with Rude customer
Difficult to please – customers
Eddie
Scenarios of Dealing with a Difficult Customer
Angry customer Role play
Rude customer role play
A Customer from Another Culture role play
An Impossible to Please Customer role play
Sue
Following up With Customer
Follow up with customer
Ashley
Wrap up
Wrap up

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