Empowering contact center excellence for 30 years!
Share:

Managing Difficult Customers

Delivery Method

Date/Time

Price

Online Training Pass
Access all virtual courses for 1 year.

Whenever
you want

Varies

Learn More

Client Site Training
Bring this course to your facility.

Varies

Contact ICMI

Learn the most effective techniques for remaining calm, professional and always in-control when dealing with even the most difficult customers.

We’ve all heard the saying, “The customer is always right.” But what do we do when the person on the other end of the line is unwilling to accept what you have to say, remains dissatisfied or even becomes abusive? Through ICMI’s Managing Difficult Customers course, you’ll learn valuable strategies for dealing with a variety of difficult customer interactions and take big steps toward managing stress on you, your team members and your customers.

This course begins by helping you identify the three different types of difficult customer contacts and the most appropriate ways you should react to each type. We’ll explore the reasons why customers escalate and how you can handle escalation. We’ll help you hone the invaluable skill of recognizing customer stress and how to respond positively and with empathy in situations when it may be extremely difficult to keep your cool.

ICMI’s Managing Difficult Customers course shows you how and why you should avoid excuses and instead offer positive solutions to unhappy customers through negotiation, fixing or educating. And we’ll help you identify when it’s time to say “no” to a difficult customer.
Through role play exercises and ICMI’s expertly crafted education modules, we’ll give you specific ways to diffuse challenging interactions, even when you cannot grant customer requests.


What you will learn:
  • Who are difficult customers? How to identify the three main types
  • The best ways to deal with unhappy, irritating and abusive customers
  • Finding ways to say “yes” to difficult customers
  • Saying “no” to difficult customers
  • Managing stress: Tips for you, your team and your customers
Course Outline

Module 1 Identify Customer Emotions


Module 2 Use Empathy

  • What is it?
  • Apply empathy with spirit
  • Empathy equation
  • Empathy exercise


Module 3 Handle Abusive Calls

  • Incorporate positive language
  • Positive language exercise
  • Diffuse your stress


Module 4 Problem Solving to Achieve Satisfaction

  • The LIGHT model
  • Example responses using the LIGHT model
QuickPoll

Which of the following best describes the mood in your contact center?

Every man for himself
Teamwork makes the dream work
Some days are stressful, but we have fun
Most people do the minimum to get their paycheck
More Polls