Available Delivery Methods
In-person workshop: 150 CAD (plus tax)
Online virtual classroom: 120 CAD (plus tax)
Online self-paced study: Available in Training Center
(Taxes are not applicable for clients outside of Canada)
Group Registration
A 10% discount is available for group registrations of more than 10 participants.
Course Duration
1 day
Course Description
Customer service is critical in the business world today. It helps companies give customers what they want and what they need. Although many customers can be difficult, with the right training, skills, and knowledge, any difficult customer can be handled properly and effectively. With a positive attitude, your employee can effectively deal with the most difficult customers, and both parties can end the conversation satisfied.
Learning Objectives
- Cultivate a positive attitude
- Manage internal and external stress
- Develop abilities to listen actively and empathize
- Build a rapport with customers in person and over the phone
- Understand the diverse challenges posed by customers
- Develop strategies to adapt to challenging circumstances
Course Outline
- The Right Attitude Starts with You
- Stress Management (Internal Stressors)
- Stress Management (External Stressors)
- Transactional Analysis
- Why are Some Customers Difficult?
- Dealing with the Customer Over the Phone
- Dealing with the Customer In Person
- Sensitivity in Dealing with Customers
- Scenarios of Dealing with a Difficult Customer
- Following Up with a Customer Once You Have Addressed Their Complaint
Note: The course outline is subject to change to reflect emerging practices and can be tailored to your organization’s specific needs.