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Handling Difficult Customers

Video Description

Customer service is a necessary position in the job 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. With The Handing A Challenging Customer workshop, your participants will learn how engaging customers properly can benefit both the employee and customer. Effective customer service can change a company’s reputation for the better. Through this workshop, your participants will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.

Table of Contents

  1. Getting Started
    1. Handling a Difficult Customer 00:00:41
    2. Getting Started 00:01:11
  2. The Right Attitude Starts with You
    1. The Right Attitude Starts with You 00:04:54
    2. The Right Attitude Starts with You case study 00:00:38
  3. Stress Management _Internal Stressors
    1. Stress Management (Internal Stressors ) 00:07:11
    2. Stress Management (Internal Stressors) case study 00:00:36
  4. Stress Management _External Stressors
    1. Stress Management (External Stressors ) 00:04:37
    2. Stress Management (External Stressors)case study 00:00:40
  5. Transactional Analysis
    1. Transactional Analysis 00:04:47
    2. Transactional Analysis case study 00:00:36
  6. Why are Some Customers Difficult
    1. Why are Some Customers Difficult 00:04:20
    2. Why are Some Customers Difficult case study 00:00:40
  7. Dealing with the Customer Over the Phone
    1. Dealing with the Customer Over the Phone 00:04:47
    2. Dealing with the Customer Over the Phone case study 00:00:39
  8. Dealing with the Customer in Person
    1. Dealing with the Customer in Person case study 00:00:39
    2. Dealing with the Customer in Person 00:04:47
  9. Sensitivity in Dealing with Customers
    1. Sensitivity in Dealing with Customers 00:05:53
    2. Sensitivity in Dealing with Customers case study 00:00:40
  10. Scenarios of Dealing with a Difficult Customer
    1. Scenarios of Dealing with a Difficult Customer 00:03:16
    2. Scenarios of Dealing with a Difficult Customer case study 00:00:39
  11. Following up with a customer once you have addressed their issue
    1. Following up with a customer once you have addressed their issue 00:03:16
    2. Following up with a customer once you have addressed their issue case study 00:00:38
    3. Closing 00:00:21