Handling Difficult Customers

Course Outline

Module 1: Avoiding Escalations:

• Managing your behavior as an agent
• Managing negative customer reactions
• Managing impatient customers
• Understanding word choice in tense scenarios

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Module 2: Managing Stress

• 6 Common myths about stress
• Common workplace stressors
• Identifying and diffusing customer stress
• Identifying and managing agent stress

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Module 3: Controlling the Call

• Defining call control
• The effects of call control on agents, customers, and the organization
• Identifying factors of call control
• The 8 strategies of call control
• Mapping the call flow
• Foursquare action planning

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Module 4: Choosing Your Words

• The importance of word choice
• Identifying positive and negative language
• Guidelines for using positive language consistently

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Module 5: Managing Difficult Customers

• The 3 types of difficult customers
• Managing each type of difficult customer
• Five universal techniques for handling difficult customers, including:
• Taking care of the situation
• Give or take
• Taking the opportunity to educate
• H.E.L.P.
• Reframing the "no"

Who Should Attend

• Agents

What You Will Learn

• Techniques for avoiding escalations
• Understanding and managing stress
• Controlling the call
• Choosing your words
• Managing difficult customers

Pricing

Duration:

2.5 hours

Pricing:

# of Students	Price Per Student
1-4	$199
5-15	$169.15
16-29	$139.30
30-59	$119.40
60+	Custom Pricing

 

To purchase a course for 5+ students, please complete the form below:



If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information form to speak with your Account Manager.