Stone River Elearning – Handling Difficult Customers

Stone River Elearning – Handling Difficult Customers
Remember, customers are always right.
Anyone who has ever worked in customer service can tell you, customers can be blatantly boisterous. Still, if you want to remain in business, you have to deal with them patiently and creatively. Finding techniques that help you win over despondent clients and tame them to your offer is the key to providing incredible customer care – even when you truly need to kick frightful clients to control.
Our Handling Difficult Customers course has the perfect content on how to turn a bad customer service situation into an opportunity to improve your business. By the end of this Course, you will 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
Develop strategies to adapt to challenging circumstances

Want to develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life? SIGN UP TODAY

Course Curriculum

Getting Started

Handling a Difficult Customer (0:41)
Getting Started (1:11)

The Right Attitude s with You

The Right Attitude s with You (4:54)
The Right Attitude s with You case study (0:38)
Module Two: Review Questions

Stress Management _Internal Stressors

Stress Management (Internal Stressors) (7:11)
Stress Management (Internal Stressors) case study (0:36)
Module Three: Review Questions

Stress Management _External Stressors

Stress Management (External Stressors) (4:37)
Stress Management (External Stressors)case study (0:40)
Module Four: Review Questions

Transactional Analysis

Transactional Analysis (4:47)
Transactional Analysis case study (0:35)
Module Five: Review Questions

Why are Some Customers Difficult

Why are Some Customers Difficult (4:20)
Why are Some Customers Difficult case study (0:40)
Module Six: Review Questions

Dealing with the Customer Over the Phone

Dealing with the Customer Over the Phone (6:40)
Dealing with the Customer Over the Phone case study (0:34)
Module Seven: Review Questions

Dealing with the Customer in Person

Dealing with the Customer in Person (4:47)
Dealing with the Customer in Person case study (0:39)
Module Eight: Review Questions

Sensitivity in Dealing with Customers

Sensitivity in Dealing with Customers (5:53)
Sensitivity in Dealing with Customers case study (0:39)
Module Nine: Review Questions

Scenarios of Dealing with a Difficult Customer

Scenarios of Dealing with a Difficult Customer (3:16)
Scenarios of Dealing with a Difficult Customer case study (0:39)
Module Ten: Review Questions

Following up with a customer once you have addressed their issue

Following up with a customer once you have addressed their issue (3:16)
Following up with a customer once you have addressed their issue case study (0:37)
Module Eleven: Review Questions
Closing (0:20)