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Customer Service: Difficult Customers

4 Lessons
6-11 Minutes
5 Quiz Questions

Course Overview


The cost of getting a new customer is seven times more expensive than retaining an existing one. So, businesses providing great service to all customers, especially those who become difficult, are positioned for continuous growth. By teaching customer service personnel how to understand, approach, and communicate with a difficult customer, this course empowers customer service personnel to contribute to the company’s growth rather than deter it. Emphasizing the actions and behaviors that can frustrate customers, this course teaches techniques for handling a perceived difficult customer and shows employees why and how to welcome a complaint. Present this course so all customer service employees learn how and why properly handling difficult customers translates to more sales and customers.

Customer Service: Difficult Customers thumbnails on a slider
Customer Service: Difficult Customers thumbnails on a slider
Customer Service: Difficult Customers thumbnails on a slider
Customer Service: Difficult Customers thumbnails on a slider

    Key Audience


    Employees throughout the company who engage with customers face to face, via the phone, or through online communications.

    Course Topics


    Introduction
    Reasons Customers Get Upset
    Learn From Complaints
    Techniques For Handling Complaints

    Workplaces


    Offices

    Course Detail


    Course ID
    psplcsdc_vod

    Time

    6-11 Min
    Questions
    5

    Languages

    en

    video format

    HD

    captions

    Yes

    Resources

    Yes

    Lessons

    4

    Remediation

    Yes

    Bookmarking

    Yes

    Feedback

    Yes

    Microlearning

    no