Customer Difficult Conversation

Course Curriculum

Chapter 1: Introduction

Lecture 1: Introduction

Lecture 2: Types of challenging customers

Lecture 3: Strategies for dealing with difficult customers

Lecture 4: How to handle a tough conversation with clients

Lecture 5: Tips for having difficult conversation with customers during uncertain times

Lecture 6: Honesty in customer service

Lecture 7: Top customer service challenges and how to overcome them

Chapter 2: How To Prepare For Difficult Client Conversation

Lecture 1: Build trust early on and maintain it

Lecture 2: Create a culture of open communication

Lecture 3: Mistakes happen ( But you need to learn from it)

Chapter 3: How To Make Difficult Customer Conversation Easier

Lecture 1: Introduction

Lecture 2: Humble your self

Lecture 3: Create a learning experience

Lecture 4: Communicate expectations upfront

Lecture 5: Listen before solving

Lecture 6: Leave your attitude outside

Chapter 4: Common Difficult Customer conversations Mistakes And how To Avoid Them

Lecture 1: Losing focus/ getting sidetracked on the issue

Lecture 2: Being in clear or vague

Lecture 3: Not confirming the customer view

Lecture 4: Giving your opinion too early

Lecture 5: Not using an intro statement

Lecture 6: Failing to check in with the customers feelings

Lecture 7: Doing must of the talking

Lecture 8: Not watching the time

Lecture 9: Using silence incorrectly

Chapter 5: Effective Tips For Approaching Difficult Customer Conversation

Lecture 1: Silence your judgement

Lecture 2: Practice active listening

Lecture 3: Learn to acknowledge without agreeing

Lecture 4: Implement FRomLE Technique

Lecture 5: Resolve and follow up

Chapter 6: How To Effectively Handle Customer Complaints

Lecture 1: Acknowledge the problem

Lecture 2: Ask questions for clarification

Lecture 3: Identify the type of customer

Lecture 4: Provide a fast function

Lecture 5: Log the issue

Lecture 6: Follow up with your customer

Lecture 7: Exceed expectation with your post complaint actions

Chapter 7: Turning Difficult Conversation Into Breakthrough

Lecture 1: Introduction

Lecture 2: What is the discomfort zone

Lecture 3: The best times to have a discomfort zone conversation