Handling Difficult Customers

Introduction

Every organization and managers must face difficult customers. Handling them is not an easy job. Therefore, to help marketing and front-line staff to handle angry and tough customers, this training was designed. This four-module training aimed to assist employee in listening and empathizing customers, how to build initial rapport with customers and develop plans and strategies to manage difficult customers.

Course Learning Outcomes

Course Learning Outcomes:

  •  Develop abilities to listen actively and empathize
  •  Build a rapport with customers in person and over the phone
  •  Understand the diverse challenges posed by customers
  •  Develop strategies to adapt to challenging circumstances

Number of Modules

04

Module Names

  1. Why are some customers difficult to deal with?
  2. Dealing with customers over the phone call and in person
  3. Sensitivity in dealing with customers
  4. Following up with customers

Responsibilities for building this course

Storyboarding, Instructional Designing, Development on authoring Tool Storyline 360 + Vyond for animation. Uploading on Moodle based LMS, and Analytical Reporting for eLearning Completion..

Target Audienc

Corporate Sector General, and Banking Staff.

Tools Used

  • Storyline 360
  • Vyond
  • Adobe Photoshop
  • Microsoft Paint 3D
  • Moodle LMS

Budget​

Medium

Year

2021

Results/What was outcome of training

Course helped learners to build understanding to handle and well-manage difficult customers, course received appreciation from learners at large.