{"product_id":"handling-a-difficult-customer","title":"Handling a Difficult Customer","description":"\u003cdiv class=\"ebsi-team-licence-note\"\u003e\u003cp\u003e\u003cstrong\u003eBuying for a team?\u003c\/strong\u003e\u003cbr\u003eChoose 5 or 10 licences to purchase access for multiple learners at a reduced per-person rate. After purchase, eBSI will contact you to confirm the learner details and arrange course access for each participant.\u003c\/p\u003e\u003c\/div\u003e\n\u003c!-- ebsi-sales-wrapper --\u003e\u003cdiv class=\"ebsi-sales-wrapper\"\u003e\n\u003cp\u003e\u003cstrong\u003eDevelop practical knowledge and confidence in Handling a Difficult Customer.\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eWouldn’t the world be a great place if every customer was a pleasure to deal with? We all know that is a fantasy land. So what is the best way to handle a difficult customer? Through our course, participants will learn stress management skills, how to build rapport, and recognizing certain body language.\u003c\/p\u003e\n\u003ch3\u003eWhy this course matters\u003c\/h3\u003e\n\u003cp\u003eThis course turns the subject into practical, structured learning you can apply in real business and workplace situations. It is designed to help you move beyond definitions and understand how the ideas, tools and decisions covered in the course fit together.\u003c\/p\u003e\n\u003ch3\u003eWhat you will gain\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eUnderstand the core principles and practical approaches covered in Handling a Difficult Customer.\u003c\/li\u003e\n\u003cli\u003eRecognise situations where those approaches can improve workplace decisions or performance.\u003c\/li\u003e\n\u003cli\u003eApply the course ideas more confidently in day-to-day professional situations.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWho is this course for?\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for HR professionals, managers, supervisors and people responsible for workplace policies, employee development or team performance.\u003c\/p\u003e\n\u003ch3\u003eCourse at a glance\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cstrong\u003eFormat:\u003c\/strong\u003e self-paced online learning.\u003c\/li\u003e\n\u003cli\u003e\n\u003cstrong\u003eProfessional development:\u003c\/strong\u003e CPD course.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e\n\u003cp class=\"ng-scope\"\u003eWouldn’t the world be a great place if every customer was a pleasure to deal with? We all know that is a fantasy land. So what is the best way to handle a difficult customer? Through our course, participants will learn stress management skills, how to build rapport, and recognizing certain body language.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003eBy utilizing our Handling a Difficult Customer course, participants will see an increase in customer service, productivity, and a decrease in unhappy customers. Participants will be provided a strong skill set including in-person and over the phone techniques, addressing complaints, and generating return business.\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cmeta charset=\"utf-8\"\u003e\u003cspan\u003eCompleting this course will confer 2 CPD Credits towards internationally recognised \u003c\/span\u003e\u003cstrong\u003eContinuous Professional Development\u003c\/strong\u003e\u003cspan\u003e Requirements within organisations operating this kind of staff development methodology.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e \u003c\/p\u003e\n\u003ch5 class=\"ng-scope\"\u003e\u003cspan style=\"text-decoration: underline;\"\u003e\u003cstrong\u003eCourse Outline\u003c\/strong\u003e\u003c\/span\u003e\u003c\/h5\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule One: Getting Started\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Two: The Right Attitude Starts with You\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eBe Grateful\u003c\/li\u003e\n\u003cli\u003eKeep Your Body Healthy\u003c\/li\u003e\n\u003cli\u003eFocus on Positive Thoughts\u003c\/li\u003e\n\u003cli\u003eInvoke Inner Peace\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Three: Internal Stress Management\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eIrritability\u003c\/li\u003e\n\u003cli\u003eUnhappiness with Your Job\u003c\/li\u003e\n\u003cli\u003eFeeling Underappreciated\u003c\/li\u003e\n\u003cli\u003eNot Well-Rested\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Four: External Stress Management\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eOffice Furniture Not Ergonomically Sound\u003c\/li\u003e\n\u003cli\u003eHigh Noise Volume in the Office\u003c\/li\u003e\n\u003cli\u003eRift with Co-Workers\u003c\/li\u003e\n\u003cli\u003eDemanding Supervisor\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Five: Transactional Analysis\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eWhat is Transactional Analysis?\u003c\/li\u003e\n\u003cli\u003eParent\u003c\/li\u003e\n\u003cli\u003eAdult\u003c\/li\u003e\n\u003cli\u003eChild\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Six: Why are Some Customers Difficult?\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eThey Have Truly Had a Bad Experience and Want to Vent\u003c\/li\u003e\n\u003cli\u003eThey Have Truly Had a Bad Experience and Want Someone to be Held Accountable\u003c\/li\u003e\n\u003cli\u003eThey Have Truly Had a Bad Experience and Want Resolution\u003c\/li\u003e\n\u003cli\u003eThey Are Generally Unhappy\u003c\/li\u003e\n\u003cli\u003eCase Study \u0026amp; Review Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Seven: Dealing with the Customer Over the Phone\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eListen to the Customer’s Complaint\u003c\/li\u003e\n\u003cli\u003eBuild Rapport\u003c\/li\u003e\n\u003cli\u003eDo Not Respond with Negative Words or Emotion\u003c\/li\u003e\n\u003cli\u003eOffer a Verbal Solution to Customer\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eight: Dealing with the Customer In Person\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eListen to the Customer’s Complaint\u003c\/li\u003e\n\u003cli\u003eBuild Rapport\u003c\/li\u003e\n\u003cli\u003eResponding with Positive Words and Body Language\u003c\/li\u003e\n\u003cli\u003eBesides Words, What to Look For?\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Nine: Sensitivity in Dealing with Customers\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eWho are Angry\u003c\/li\u003e\n\u003cli\u003eWho Are Rude\u003c\/li\u003e\n\u003cli\u003eWith Different Cultural Values\u003c\/li\u003e\n\u003cli\u003eWho Cannot Be Satisfied\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Ten: Scenarios of Dealing with a Difficult Customer\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eAngry Customer\u003c\/li\u003e\n\u003cli\u003eRude Customer\u003c\/li\u003e\n\u003cli\u003eCulturally Diverse Customer\u003c\/li\u003e\n\u003cli\u003eImpossible to Please Customer\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp class=\"ng-scope\"\u003e\u003cstrong\u003eModule Eleven: Following up With a Customer Once You Have Addressed Their Complaint\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul class=\"ng-scope\"\u003e\n\u003cli\u003eCall the Customer\u003c\/li\u003e\n\u003cli\u003eSend the Customer an Email\u003c\/li\u003e\n\u003cli\u003eMail the Customer a Small Token\u003c\/li\u003e\n\u003cli\u003eHandwritten or Typed Letter\u003c\/li\u003e\n\u003cli\u003eCase Study\u003c\/li\u003e\n\u003cli\u003eReview Questions\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c!-- ebsi-cross-sell --\u003e\u003cdiv class=\"ebsi-cross-sell\"\u003e\n\u003ch3\u003eContinue your learning\u003c\/h3\u003e\n\u003cp\u003e\u003cstrong\u003ePart of this learning pathway:\u003c\/strong\u003e \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eLearners also take:\u003c\/strong\u003e \u003ca href=\"\/products\/customer-service\"\u003eCustomer Service\u003c\/a\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c!-- ebsi-academy-breadcrumb --\u003e\n\u003chr\u003e\u003cdiv class=\"ebsi-course-pathway\"\u003e\n\u003cp\u003e\u003cstrong\u003eCourse pathway:\u003c\/strong\u003e \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e \u0026gt; \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e \u0026gt; Handling a Difficult Customer\u003c\/p\u003e\n\u003cp\u003eExplore more \u003ca href=\"\/collections\/workplace-essentials\"\u003eWorkplace Essentials\u003c\/a\u003e training or return to the \u003ca href=\"\/pages\/welcome-to-ebsi-sme-academy\"\u003eeBSI SME Academy\u003c\/a\u003e.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"eBSI Export Academy","offers":[{"title":"Individual Licence (EUR 40)","offer_id":14359942758463,"sku":"SSLU050","price":44.0,"currency_code":"USD","in_stock":true},{"title":"5 Licences (EUR 35 each)","offer_id":59260632432988,"sku":null,"price":193.0,"currency_code":"USD","in_stock":true},{"title":"10 Licences (EUR 30 each)","offer_id":59260632465756,"sku":null,"price":330.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0077\/7604\/3071\/products\/SSLU050_Handling_Difficult_Customers_1.png?v=1590011847","url":"https:\/\/www.ebsiamericas.com\/products\/handling-a-difficult-customer","provider":"eBSI Export Academy","version":"1.0","type":"link"}