Stone River eLearning – Handling Difficult Customers

Stone River eLearning – Handling Difficult Customers

1. Cultivate a positive attitude
2. Manage stress both internal and extern
3. Learn to listen and empathize.
4. Establish a relationship with your customers over the phone and in person
5. You can develop strategies to adapt to changing circumstances

Course Curriculum
How to become ed
Handling A Difficult Customer (0:41).
Getting ed (1.11)
The Right Attitude is with You
The Right Attitude is with You (4:54).
The Right Attitude Is With You case study (0.38)
   Module Two: Review Questions
Stress Management _Internal Stressors
Stress Management (Internal Stressors), (7:11).
Case study on Stress Management (Internal Stressors). (0:36).
    Module Three: Review Questions
Stress Management _External Stressors
Stress Management (External Stressors). (4:37).
Case study on Stress Management (External Stressors). (0:40).
    Module Four: Review Questions
Transactional Analysis
Transactional Analysis (4.47)
Case study on Transactional Analysis (0:35).
    Module Five: Review Questions
Why are There Some Customers Difficult
Why are There Some Customers Difficult (4:20)
Why are There Some Customers Difficult Case Study (0:40)
    Module Six: Review Questions
Talking to the Customer over the Phone
Talking to the customer over the phone (6:40
Case study: Dealing with Customers Over the Phone (0:34).
    Module Seven: Review Questions
Dealing in Person with the Customer
Dealing in person with the customer (4:47).
Case Study: Dealing With the Customer in Person (0.39)
    Module Eight: Review Questions
Sensitivity when dealing with Customers
Sensitivity when dealing with Customers (5:53)
Sensitivity when dealing with Customers Case Study (0:39).
    Module Nine: Review Questions
A few scenarios to consider when dealing with a Difficult Customer
A few scenarios to consider when dealing with a Difficult Customer (3.16)
A few scenarios to consider when dealing with a Difficult Case study of a customer (0:39).
    Module Ten: Review Questions
Once you have solved the problem, it is time to follow-up with the customer
After you have resolved the issue, follow up with your customer (3:16).
Follow up with customers after you have solved their problem case study (0:37).
    Module Eleven: Review Questions
Closing (0.20)

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