1 - GETTING STARTED

• Housekeeping Items
• Pre-Assignment Review
• Workshop Objectives
• The Parking Lot
• Action Plan

2 - THE RIGHT ATTITUDE STARTS WITH YOU

• Be Grateful
• Keep Your Body Healthy
• Focus on Positive Thoughts
• Invoke Inner Peace
• Case Study

3 - INTERNAL STRESS MANAGEMENT

• Irritability
• Unhappiness with Your Job
• Feeling Underappreciated
• Not Well-Rested
• Case Study

4 - EXTERNAL STRESS MANAGEMENT

• Office Furniture Not Ergonomically Sound
• High Noise Volume in the Office
• Rift with Co-Workers
• Demanding Supervisor
• Case Study

5 - TRANSACTIONAL ANALYSIS

• What is Transactional Analysis
• Parent
• Adult
• Child
• Case Study

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
• Case Study

7 - DEALING WITH THE CUSTOMER OVER THE PHONE

• Listen to the Customers Complaint
• Build Rapport
• Do Not Respond with Negative Words or Emotion
• Offer a Verbal Solution to Customer
• Case Study

8 - DEALING WITH THE CUSTOMER IN PERSON

• Listen to the Customers Complaint
• Build Rapport
• Responding with Positive Words and Body Language
• Besides Words, What to Look For
• Case Study

9 - SENSITIVITY IN DEALING WITH CUSTOMERS

• Who are Angry
• Who Are Rude
• With Different Cultural Values
• Who Cannot Be Satisfied
• Case Study

10 - SCENARIOS OF DEALING WITH A DIFFICULT CUSTOMER

• Angry Customer
• Rude Customer
• Culturally Diverse Customer
• Impossible to Please Customer
• Case Study

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
• Case Study

12 - WRAPPING UP

• Words From The Wise
• Review Of The Parking Lot
• Lessons Learned
• Recommended Reading
• Completion Of Action Plans And Evaluations

Additional course details:

Nexus Humans Handling a Difficult Customer training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward.

This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts.

Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success.

While we feel this is the best course for the Handling a Difficult Customer course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you.

Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

FAQ for the Handling a Difficult Customer Course

Available Delivery Options for the Handling a Difficult Customer training.

• Live Instructor Led Classroom Online (Live Online)
• Traditional Instructor Led Classroom (TILT/ILT)
• Delivery at your offices in London or anywhere in the UK
• Private dedicated course as works for your staff.

How many CPD hours does the Handling a Difficult Customer training provide?

The 1 day. Handling a Difficult Customer training course give you up to 6 CPD hours/structured learning hours. If you need a letter or certificate in a particular format for your association, organisation or professional body please just ask.

Is the Handling a Difficult Customer training appropriate for someone learning to use Communication Skills for the Modern Workplace in a professional environment?

Yes the Handling a Difficult Customer is appropriate for someone looking to use Communication Skills for the Modern Workplace in a professional workspace or environment. But do make sure to note any prerequisites, read the course outline to ensure it is the right fit for you or your teams requirements and preferences.

What is the correct audience for the Handling a Difficult Customer training?

This course is intended for individuals who desire to become more skilled at handling difficult customers.

Do you provide training for the Handling a Difficult Customer.

Yes we provide corporate training, dedicated training and closed classes for the Handling a Difficult Customer. This can take place anywhere in Ireland including, Dublin, Cork, Galway, Northern Ireland or live online allowing you to have your teams from across Ireland or further afield to attend a single training event saving travel and delivery expenses.

What is the duration of the Handling a Difficult Customer program.

The Handling a Difficult Customer training takes place over 1 day(s), with each day lasting approximately 8 hours including small and lunch breaks to ensure that the delegates get the most out of the day.

Why are Nexus Human the best provider for the Handling a Difficult Customer?

Nexus Human are recognised as one of the best training companies as they and their trainers have won and hold many awards and titles including having previously won the Small Firms Best Trainer award, national training partner of the year for Ireland on multiple occasions, having trainers in the global top 30 instructor awards in 2012, 2019 and 2021. Nexus Human has also been nominated for the Tech Excellence awards multiple times. Learning Performance institute (LPI) external training provider sponsor 2024.

Is there a discount code for the Handling a Difficult Customer training.

Yes, the discount code PENPAL5 is currently available for the Handling a Difficult Customer training. Other discount codes may also be available but only one discount code or special offer can be used for each booking. This discount code is available for companies and individuals.