Course Description

The "Handling Difficult Customers" course equips customer handling corporates with essential skills to manage challenging customer interactions effectively. Through role-playing exercises, case studies, and practical techniques, participants will learn how to remain composed, empathetic, and find appropriate solutions, de-escalating conflicts and transforming difficult situations into positive customer experiences.

Topics Covered: Course Name: "Diffusing with Grace: Mastering Handling Difficult Customers"

1. Understanding Different Types of Difficult Customers

2. Maintaining Professionalism and Calmness in Challenging Situations

3. Active Listening and Understanding Customer Concerns

4. Empathy and Effective Communication with Difficult Customers

5. De-escalation Techniques to Reduce Tension

6. Setting Boundaries and Managing Unrealistic Expectations

7. Handling Angry and Impatient Customers with Diplomacy

8. Turning Complaints into Opportunities for Resolution

9. Offering Appropriate Solutions and Alternatives

10. Escalation Procedures and Involving Supervisors if Needed

11. Managing Stress and Emotional Well-being in Customer-Facing Roles

12. Continuous Improvement and Learning from Difficult Customer Interactions

Course Name: "Diffusing with Grace: Mastering Handling Difficult Customers"