Dealing with Challenging Customer Interactions

Upcoming Class Dates

Course Specifications

Course number: 088880
Course length: 1.0 day(s)

Course Description

Course Objective: You will explore methods for dealing with common difficult customer interactions.

Target Student: 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.

Prerequisites: To ensure your success, we recommend you first take the following Element K courses, or have equivalent knowledge:

• Customer Service Via Phone and Email
• Emotional Intelligence

Course Objectives

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.

Course Content

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