BONUS! Cyber Phoenix Subscription Included: All Phoenix TS students receive complimentary ninety (90) day access to the Cyber Phoenix learning platform, which hosts hundreds of expert asynchronous training courses in Cybersecurity, IT, Soft Skills, and Management and more!
Course Overview
Phoenix TS’ 1-day, instructor-led Handling a Difficult Customer course will explain how to handle difficult customers by teaching participants how to manage their stress, build rapport and improve their customer service skills. At the completion of this course, participants will be able to:
- Develop and maintain a positive professional attitude through gratitude, healthy habits, and positive thinking.
- Apply strategies for managing internal stress, including irritability, job dissatisfaction, and fatigue.
- Identify and mitigate external workplace stressors such as environmental factors, interpersonal conflict, and supervisory pressures.
- Understand and apply Transactional Analysis to recognize Parent, Adult, and Child communication styles.
- Analyze the reasons behind difficult customer behavior and respond appropriately.
- Demonstrate effective telephone communication by listening actively, building rapport, managing tone, and providing solutions professionally.
- Exhibit professional and empathetic behavior in face-to-face customer interactions using positive body language and attentive listening.
- Show sensitivity and respect when dealing with diverse customers, including those who are angry, rude, culturally different, or hard to satisfy.
- Apply conflict resolution techniques to handle real-world difficult customer scenarios.
- Implement professional follow-up practices with customers through calls, emails, letters, or small gestures to reinforce satisfaction and loyalty.
Schedule
Schedule
Currently, there are no public classes scheduled. Please contact a Phoenix TS Training Consultant to discuss hosting a private class at 301-258-8200.
Course Outline
Module One: Getting Started
Module Two: The Right Attitude Starts with You
Module Three: Internal Stress Management
Module Four: External Stress Management
Module Five: Transactional Analysis
Module Six: Why are Some Customers Difficult?
Module Seven: Dealing with the Customer Over the Phone
Module Eight: Dealing with the Customer In Person
Module Nine: Sensitivity in Dealing with Customers
Module Ten: Scenarios of Dealing with a Difficult Customer
Module Eleven: Following up With a Customer Once You Have Addressed Their Complaint
Module Twelve: Wrapping Up
BONUS! Cyber Phoenix Subscription Included: All Phoenix TS students receive complimentary ninety (90) day access to the Cyber Phoenix learning platform, which hosts hundreds of expert asynchronous training courses in Cybersecurity, IT, Soft Skills, and Management and more!
Phoenix TS is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints re-garding registered sponsors may be submitted to the National Registry of CPE Sponsors through its web site: www.nasbaregistry.org
