Dealing with Difficult Customers
Customer Service
Training
Provided by Online Training Directory
Course description -- Today's information-age customers are the most informed and demanding shoppers ever. For a service representative, meeting the demands of one of these savvy customers can be a customer service nightmare! Taking this course will wake you from the nightmare and show you how to calm angry customers and resolve their complaints while keeping your cool. IMPORTANT NOTE: INTERNET EXPLORER (IE) BROWSER REQUIRED - can't use Netscape or other browsers for this training.
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Dealing with Difficult Customers
Dealing with Difficult Customers
Full Description
Outcomes:
Assessment:
Course Information (see above or below lessons, outlines, activities, etc.)
Strategy 1: UNDERSTAND Your Difficult Customer. Tip: Look at the customer with new eyes. Redefine "difficult." Recognize the value of "difficult" customers. Tip: Adopt the customer's perspective. Avoid assuming what the customer knows.
| PIN code provided for this course allows unlimited on-line access for 90 days. Today's information-age customers are the most informed and demanding shoppers ever. For a service representative, meeting the demands of one of these savvy customers can be a customer service nightmare! Taking this course will wake you from the nightmare and show you how to calm angry customers and resolve their complaints while keeping your cool. IMPORTANT NOTE: INTERNET EXPLORER (IE) BROWSER REQUIRED - can't use Netscape or other browsers for this training. |
| Upon completion of this course, students will be able to: -- Understand your difficult customer. -- Look at the customer with new eyes. -- Adopt the customer’s perspective. -- Identify what the customer really wants. -- Respond to the customer. -- Earn the customers confidence. -- Manage your emotions. -- Deal with the customer’s emotions. -- Communicate effectively. -- Develop win-win solutions. -- Secure future business. -- Follow through on resolution and prevention. -- Build a lasting relationship. |
| Each course ends with a 20-question test made up of 10 true/false questions and 10 multiple-choice questions. If the Student achieves a 70% or higher on the test, then the training allows them to print out a Certificate of Completion. This test may be taken as many times as the Student wants during the licensed, on-line access period. No other testing or tracking is provided and, due to the personal nature of some of the skills tested, these scores are not recorded or tracked (besides the student themselves being able to print the certificate if they score >70% on the optional test). The test is not required to complete the course, but is an option, chosen at the student's discretion, should they desire to attempt to gain the Certificate of Completion. |
Contact Hours: 24
About The Training Provider: Online Training Directory
Online Training Directory - Workforce and Continuing Ed online courses are offered at basic, intermediate and advanced levels. Going beyond basic training provides a deeper and more educationally rewarding learning experience, especially for students who wish to advance careers or initiate new ones. For the general lifelong learner we continue to offer "fun to learn" single, stand-alone courses.
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