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Course Name
Demanding Customers

Contact Hours: 3

Course Description
The course guides sales and service providers through a series of scenario based option paths. This will show the participant how to manage an angry customer, understand why a customer might be shy and help an undecided customer come to a decision. It will help to deal with a customer who isn’t right, but who is a customer, and who – with skill – will still be one in the future.


Outcome
Once participants have completed this program, they will be able to handle more challenging situations professionally and calmly. Specifically they will be able to:
  • Understand why a customer might be shy.
  • Help an undecided customer come to a decision.
  • Deal with rude customers.
  • Educate an uninformed customer and create additional customer loyalty in the process.
  • Deal with a customer who isn’t right, but who is a customer, and who - with skill- will still be one in the future.

Assessment
After reading the material, you will have a chance to play an online game that presents hypothetical scenarios for you to analyze. Multiple-choice questions included. 


Outline

Module 1 Strategies for Challenging Customers
  • Introduction
  • The Uncommunicative Customer
  • The Uninformed Customer
Module 2 Strategies for Challenging Customers
  • The Wrong Customer
  • The Rude Customer
  • The Undecided Customer