Catalog

Designed to empower students with essential customer service skills, this course focuses on effectively managing challenging customer interactions across various scenarios. Participants learn practical strategies and techniques to de-escalate tensions, empathize with customer concerns, and find mutually beneficial solutions. Through interactive exercises and real-world case studies, students develop the ability to remain calm under pressure, communicate effectively, and resolve conflicts with professionalism and empathy. By the course\\\'s conclusion, participants emerge equipped with a valuable skill set to navigate challenging customer encounters confidently, ultimately enhancing customer satisfaction and loyalty.

##### Module 1 - Getting Started - Housekeeping Items - Pre-Assignment Review - Workshop Objectives - The Parking Lot - Action Plan ##### Module 2 - The Right Attitude Starts With You - Be Grateful - Keep Your Body Healthy - Focus on Positive Thoughts - Invoke Inner Peace ##### Module 3 - Internal Stress Management - Irritability - Unhappiness with Your Job - Feeling Underappreciated - Not Well-Rested ##### Module 4 - External Stress Management - Office Furniture Not Ergonomically Sound - High Noise Volume in the Office - Rift with Co-Workers - Demanding Supervisor ##### Module 5 - Transactional Analysis - What is Transactional Analysis? - Parent - Adult - Child ##### Module 6 - Why Are Some Customers Difficult? - They Have Truly Had a Bad Experience and Want to Vent - They Have Truly Had a Bad Experience and Want Someone to be Held Accountable - They Have Truly Had a Bad Experience and Want Resolution - They Are Generally Unhappy ##### Module 7 - Dealing With The Customer Over The Phone - Listen to the Customer\\\'s Complaint - Build Rapport - Do Not Respond with Negative Words or Emotion - Offer a Verbal Solution to Customer ##### Module 8 - Dealing With The Customer In Person - Listen to the Customer\\\'s Complaint - Build Rapport - Responding with Positive Words and Body Language - Besides Words, What to Look For? ##### Module 9 - Sensitivity In Dealing With Customers - Who are Angry - Who Are Rude - With Different Cultural Values - Who Cannot Be Satisfied ##### Module 10 - Scenarios Of Dealing With A Difficult Customer - Angry Customer - Rude Customer - Culturally Diverse Customer - Impossible to Please Customer ##### Module 11 - Customer Once You Have Addressed Their Complaint - Call the Customer - Send the Customer an Email - Mail the Customer a Small Token - Handwritten or Typed Letter ##### Module 12 - Wrapping Up - Words From The Wise - Review Of The Parking Lot - Lessons Learned - Recommended Reading - Completion Of Action Plans And Evaluations