HANDLING A DIFFICULT CUSTOMER

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Explain the Importance of Engaging With a Difficult Customer

» Organizational Benefit » Personal Benefit

Describe Traits Exhibited by a Difficult Customer

» Know it All » Impossible to Please » Complainer » Impatient » Uninformed

Practice the AIM Model to Manage a Difficult Customer

“AIM to Please Customers”, Even When the Worst is Presented

» A: Actively Listen » I: Invest in the Moment » M: Manage Stress

Explain the Importance of Engaging With a Difficult Customer

Describe Traits Exhibited by a Difficult Customer

Practice the AIM Model to Manage a Difficult Customer

Managing dissatisfied or angry customers is never comfortable. Heated exchanges can escalate quickly.

This course gives front line employees strategies for recognizing a difficult customer and regulating their initial emotional response. The end goal: increase trust and earn customer loyalty. The course can be used as is, or customized to empower customer service staff with your own best practices, policies, and resolutions.

Following this course, participants will be able to:

Classroom Material and eLearning Course Source Files Included!