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Handling Difficult Customers
Rating: 4.5 out of 5(41 ratings)
68 students

Handling Difficult Customers

NEW COURSE - Reduced price for a limited time
Created byGlen Brynteson
Last updated 7/2021
English
English [Auto],

What you'll learn

  • Learn from someone who has implemented various customer programs and has trained people to deal with various types of customers – including challenging ones
  • Ability to contact instructor for assistance after course completion
  • Calculating the value of customer loyalty
  • Learn customer experience best practices pertaining to customer interaction
  • Identify difficult personality types and leverage emotion reducing techniques
  • Proactive versus reactive customer involvement
  • When to say ‘no’ and when to develop customer trust
  • Expectation alignment steps
  • Empowering customer tactics
  • Closed-loop customer feedback approach
  • Putting a plan in place for difficult customer types

Course content

1 section • 5 lectures • 34m total length

  • Course Introduction0:20

    Explore how course introduction frames the focus on handling difficult customers for customer service professionals. Examine how this online course, part of a series, prepares teams to manage challenging interactions.

  • Chapter One7:00

    Topics Covered in this Chapter:

    • Background on what makes up a difficult customer

    • What they expect from you and your organization

    • Why a customer might be difficult

    • Types of difficult customers

    • Real-world examples of difficult customer scenarios

    • Analytics on what went wrong

  • Chapter Two23:16

    Topics Covered in this Chapter:

    • 5 steps for handling difficult customers

      1. Determining the reason

      2. What caused it

      3. Rectifying the situation

      4. Acknowledge the problem

      5. What needs to be done

  • Course Conclusion2:56

    Identify the reason, listen carefully, restate the opening statement, display empathy, investigate root causes, apologize, explain what happened, propose the best solution, and follow up with compensation.

  • Practice Lesson1:19
  • Course Quiz

Requirements

  • There are no prerequisites or requirements for this course besides a willingness to learn

Description

The customer may always be right, but that doesn't mean all customers are easy to deal with. Anyone who's ever worked with customers can tell you they can be downright unruly. Still, if you want to stay in business, you've got to deal with them. Finding techniques that help you disarm unhappy customers and win them over is the key to providing a great customer experience.

Great customer experiences are key to gaining and retaining customers, but the real test is how you react when something goes wrong, when you screw something up so badly that it could make or break the relationship, that moment when you realize what happened was not a simple mistake, but a monumental screw-up.

This online course will provide a comprehensive framework on how to be proactively prepared and deal with difficult customers in a variety of different scenarios for that inevitable screw up. Every complaining or challenging customer must be taken as a golden opportunity in which the customer has given us a chance to sort the issue. This course will step you through the various identification types and allow you to implement customer experience roadmaps in order to encourage understanding, loyalty, and turn those difficult customers into long-term allies.

Who this course is for:

  • Students wishing to obtain a strategic advantage compared to others entering the workforce by understanding how to handle challenging customers
  • Business professionals wanting to be prepared for challenging interactions they’ll have with customers and how to be more objective while gaining trust

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