Customer Service Training: Dealing with Difficult Customers

Customer Service Training: Dealing with Difficult Customers, available at $49.99, has an average rating of 4.53, with 35 lectures, based on 3557 reviews, and has 8276 subscribers.

You will learn about How to deal with difficult customers. Conflict management skills for customer service. You will learn the ECA method, which will give you the soft skills and the strategy that you need to manage demanding customers You will discover customer relationship management skills that will allow you to diffuse difficult situations with angry customers. You will be able to implement this in your company and replicate it for your customer service training sessions. This course is ideal for individuals who are Customer service managers. or Customer service representatives. or Sales professionals. or Customer relationship managers. or Customer support professionals. It is particularly useful for Customer service managers. or Customer service representatives. or Sales professionals. or Customer relationship managers. or Customer support professionals.

Enroll now: Customer Service Training: Dealing with Difficult Customers

Summary

Title: Customer Service Training: Dealing with Difficult Customers

Price: $49.99

Average Rating: 4.53

Number of Lectures: 35

Number of Published Lectures: 33

Number of Curriculum Items: 39

Number of Published Curriculum Objects: 37

Original Price: $19.99

Quality Status: approved

Status: Live

What You Will Learn

How to deal with difficult customers.
Conflict management skills for customer service.
You will learn the ECA method, which will give you the soft skills and the strategy that you need to manage demanding customers
You will discover customer relationship management skills that will allow you to diffuse difficult situations with angry customers.
You will be able to implement this in your company and replicate it for your customer service training sessions.

Who Should Attend

Customer service managers.
Customer service representatives.
Sales professionals.
Customer relationship managers.
Customer support professionals.

Target Audiences

Customer service managers.
Customer service representatives.
Sales professionals.
Customer relationship managers.
Customer support professionals.

Customer service is a necessary soft skill for anyone that has interactions with customers often. And knowing how to deal with difficult customers should be part of any customer service training, as this is a skill that can turn angry customers into brand ambassadors.

This course will show you the ECA Method for conflict management with difficult customers:

E = Empathy: Show sympathy and empathy to your customers.
C = Take Control: To achieve conflict resolution in customer service, you must take control of the situation.
A= Advocacy: Where we focus on turning upset customers into brand advocates.

Whether you are in customer relationship management, sales, business development, logistics, customer support, customer experience… this list could go on and on forever; the point is: if you deal with customers often, then you must be ready for conflict resolution with upset customers

Course Curriculum

Chapter 1: Introduction

Lecture 1: Introduction to Customer Service: How to deal with difficult customers

Lecture 2: A few details to navigate Udemy

Lecture 3: Customer Service vs Dealing with difficult customers

Lecture 4: Acting intuitively vs acting strategically

Lecture 5: Understand your difficult customer

Lecture 6: The ECA Method

Lecture 7: Section takeaways

Chapter 2: The ECA Method I: Empathy

Lecture 1: The E in the ECA method: Empathy

Lecture 2: Listen, evaluate and control the de situation

Lecture 3: Let them know that you understand the problem I

Lecture 4: Let them know that you understand the problem II

Lecture 5: Acknowledge the situation and reassure the customer

Lecture 6: Section takeaways

Chapter 3: The ECA Method II: Take Control

Lecture 1: The C in the ECA Method Control

Lecture 2: Re-focus the situation

Lecture 3: Confirm what they want

Lecture 4: Fix the situation

Lecture 5: Section takeaways

Chapter 4: The ECA Method III: Advocacy

Lecture 1: The A in the ECA method: Advocacy

Lecture 2: The right way to end the conversation with an unhappy or angry customer

Lecture 3: Turn upset customers into advocates of your brand

Lecture 4: Turn upset customers into advocates of your brand Part II – Follow UP

Lecture 5: Section takeaways

Chapter 5: Frequently Asked Questions

Lecture 1: How Do You Handle Impossible Customer Requests?

Lecture 2: What to Do When a Customer Declines Your Solution?

Lecture 3: Can Re-Emphasizing an Apology Negatively Impact Customer Perceptions?

Lecture 4: How to Deal with Customers Using Offensive Language Without Escalating?

Lecture 5: When Is It Overbearing to Re-Emphasize an Apology in a Call?

Lecture 6: Is it Wrong to Call Them "Difficult Customers"?

Lecture 7: What Strategies Work Best for Customers Who Keep Interrupting?

Chapter 6: Conclusion / Thank You

Lecture 1: Types of difficult customers

Lecture 2: More tips and hacks

Lecture 3: What to do next

Instructors

Gustavo Escobar Henríquez
Helping businesses generate quality leads and sales

Rating Distribution

1 stars: 28 votes
2 stars: 54 votes
3 stars: 350 votes
4 stars: 1172 votes
5 stars: 1953 votes

Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

Can I take my courses with me wherever I go?

Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!

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