Handling Difficult Customers


At first glance, handling a difficult customer may seem like a thankless job. Fortunately, you can develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life. By improving the focus of your thoughts and feelings, how you manage stress, and how well you listen to and empathize with others, you will be better able to meet the challenges other people pose in both your professional and personal life. Implementing the guidelines in this module is the first step in a process towards forever changing how you interact with others.

Workshop Objectives

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. With that in mind, let’s review our goals for today.
At the end of this workshop, participants should be able to:
- 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

Target audience:
All Sales Professionals and Business Professionals

Course Outline

Module One: The Right Attitude Starts with You 
Be Grateful 
Make Gratitude a Habit 
Keep Your Body Healthy 
Invoke Inner Peace 
Case Study 

Module Two: Stress Management (Internal Stressors) 
Unhappiness with Your Job 
Feeling Underappreciated 
Not Well Rested 

Module Three: Stress Management (External Stressors) 
Manage Your Work Space 
Loud Work Environment 
Co-Worker Relations 
Demanding Supervisor 

Module Four: Transactional Analysis 
What is Transactional Analysis 

Module Five: Why are Some Customers Difficult 
They Have Truly Had a Bad Experience and Want to Vent 
Want Someone to be Held Accountable 
They Have Truly Had a Bad Experience and Want Resolution 
They are Generally Unhappy 

Module Six: Dealing with the Customer Over the Phone 
Listen to the Customer’s Complaint 
Build Rapport 
Do Not Respond with Negative Words or Emotion 
Offer a Verbal Solution to Your Customer 

Module Seven: Dealing with the Customer In Person 
Listen to the Customer’s Concerns 
Build Rapport 
Respond with Positive Words and Body Language 
Aside from Words 

Module Eight: Sensitivity in Dealing with Customers 
Customers who are Angry 
Customers who are Rude 
Customers with Different Cultural Values 
Customers who Cannot be Satisfied 

Module Nine: Scenarios of Dealing with a Difficult Customer 
Angry Customer 
Rude Customer 
A Customer from Another Culture 
An Impossible to Please Customer 

Module Ten: Following up With a Customer Once You Have Addressed Their Issue 
Call the Customer 
Send the Customer an Email 
Mail the Customer a Small Token 
Snail-Mail a Handwritten or Typed Letter 
Case Study 

Module Eleven: Wrapping Up 
Words from the Wise 
Review of Parking Lot 
Lessons Learned 
Completion of Action Plans and Evaluations 

Live Workshop: 2 Days (Recommended) or 1Day (Compact)

2 Days (Recommended)

8 pax & above = SGD316/pax

4-7 pax = SGD456/pax

1 Day Compact Workshop

8 pax & above = SGD158/pax

4-7 pax = SGD228/pax

Virtual Classroom:

Full Length: 8 Hours X 2 Days/ 3 Hours X 5 Days + One Hour of Self Directed Work. ($2250 Nett) 

(Max 15 participants)

Compact:    8 Hours X 1 Day/  2.5 Hours X 3 Days + One Hour of Self Directed Work. ($1250 Nett)

(Max 15 participants)

Power Compact: 3 Hours Session / $450 Per session (Max 15 participants)