Handling Difficult Customers
Learn how to effectively handle challenging customers and turn them into long-term allies with this comprehensive online course. Gain a strategic advantage in the workforce and be prepared for any interaction with customers. Develop customer loyalty and implement proven customer experience roadmaps.
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
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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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