Handling Tough Customers

Course Number:  050-GO
Recommended Duration:  ½ Day

Intended Audience
Individuals who want to improve their customer service performance.

Course Overview
This course helps students examine their attitudes about customer service and suggests ways to increase customer service performance. Students will assess their behavior regarding having a positive attitude, encouraging feedback, responding to problems, handling difficult customers, developing long term customer relationships and trying to exceed expectations.

Objectives
As a result of taking this course, you will learn to:

• Describe characteristics of good and bad customer service
• Identify your internal and external customers and their general expectations
• Anticipate and respond to common customer complaints
• Diffuse the angry customer
• Solve customer service problems

Prerequisites:  None

Topics

• Characteristics of good and bad customer service

• Identifying your customers

• Understanding how your attitude relates to customer service

• Common customer complaints

• Anticipating complaints

• Five steps to handling customer complaints or objections

• Solving customers’ problems

• Types of problems to solve

• Establishing a person-to-person relationship

• Establishing a professional-to-customer relationship

• Solving the problem through listening and asking

• Skill practice and action planning