10 Dealing with difficult customers training - tips included!
We’ve selected a list of dealing with difficult customers training courses to help customer-facing teams handle difficult customers. The courses cover various topics, such as dealing with difficult people, responding to complaints, active listening, and more.
Dealing with difficult customers training #1
Dealing with Difficult Customers
Empower your customer-facing team with the skills they need to become experts in delivering exceptional service with SC Training (formerly EdApp)’s Dealing with Difficult Customers training course.
This mini course will train your team on how to recognize patterns of difficult customer behaviors, respond effectively, and make sure the customers leave with a satisfying support experience. They’ll also learn how to address guest complaints with empathy and handle intoxicated customers with professionalism.
Cost: Free (up to 10 users)
Created by: SC Training (formerly EdApp)
Scope: Types of difficult customers, how to respond to guest complaints, how to deal with intoxicated customers
Dealing with difficult customers training #2
Handling Irate Customers (Call Center)
SC Training (formerly EdApp)'s Handling Irate Customers (Call Center) course lays out all the tools and strategies your staff will need to successfully handle different types of difficult customers. They’ll learn the three elements of call resolution and the steps to come up with one.
Even better, this dealing with difficult customer training has ready-made responses that your team can use as a guide to defuse tense situations and work towards satisfactory solutions with irate customers.
Cost: Free (up to 10 users)
Created by: SC Training (formerly EdApp)
Scope: Types of difficult customers, elements of call resolutions, sample mock conversation and responses with irate customers
Dealing with difficult customers training #3
Dealing with Difficult and Demanding Customers Training
This difficult conversation training course by Business Training Works will help your team understand the most common reasons behind customer frustration and how to successfully interact with this specific customer type. Then, they’ll learn techniques to improve their listening skills, so they can empathize and address concerns more effectively.
The course also addresses the stress that may arise from dealing with difficult customers and explores strategies to maintain composure while resolving the issue.
Cost: Available upon request
Created by: Business Training Works
Scope: Reasons why customers get upset and how to interact with them, ways to improve listening skills, how to manage stress
Dealing with difficult customers training #4
How Can I Help You? Customer Service Best Practices
This dealing with difficult customers training by Alliance Training and Consulting is designed to help customer representatives excel in customer interactions. Here, your staff will learn how to identify and adapt their approach to different customer types to guarantee personalized and effective customer service.
They’ll also gain a better understanding of the reasons why customers get difficult at times and how to handle them with the highest level of professionalism.
Cost: 49 USD
Created by: Alliance Training and Consulting
Scope: Different types of customers, why customers get difficult, how to handle difficult customers
Dealing with difficult customers training #5
Empathizing with Customers (Call Center)
Enhance your customer service team's ability to connect deeply with customers over the phone and deliver exceptional experiences through this course by SC Training (formerly EdApp). It equips your representatives with the skills to understand and resonate with customers' emotions, resolve tense situations, and address concerns with empathy.
By building genuine connections and delivering customer support with empathy, your team will create memorable interactions that drive customer satisfaction and loyalty.
Cost: Free (up to 10 users)
Created by: SC Training (formerly EdApp)
Scope: Empathy definition and ways to practice empathy in call center customer service
Dealing with difficult customers training #6
Effective Techniques for Dealing with Difficult Customers
This dealing with difficult customers course by Pryor Learning outlines a five-step approach to gain customer confidence, regain control of complex situations, and guide interactions toward constructive solutions. Your customer service representatives will learn valuable strategies to remain calm and composed when faced with rude or condescending customers. They’ll also get some tips on how to transform them into loyal and enthusiastic advocates for your organization.
Cost: 248 USD
Created by: Pryor Learning
Scope: Five-step approach to gain customer confidence, strategies to remain calm and composed, tips to transform difficult customers into loyal advocates
Dealing with difficult customers training #7
Active Listening
Active listening is a fundamental skill for customer service representatives, allowing them to effectively engage with customers, especially during challenging interactions. SC Training (formerly EdApp)’s Active Listening course will help your representatives understand the core principles of active listening and how to fully understand the point of view of their customers. It goes beyond the surface level, as it also unpacks the barriers to active listening and explores some strategies to overcome them.
Cost: Free (up to 10 users)
Created by: SC Training (formerly EdApp)
Scope: Core principles of active listening, body language, barriers to active listening and how to overcome them
Dealing with difficult customers training #8
Managing Difficult Customers
You’ll also find this managing conflict training course by the International Customer Management Institute (ICMI) really helpful in training your team on how to successfully deal with difficult customers. Here, your customer reps will find essential guidelines on how to identify signs of unhappy customers, proactively avoid issues, and help these customers in resolution.
There’s also a comprehensive module on active listening, as well as educating and negotiating with customers while making sure that problems don’t escalate further throughout the process.
Cost: Available upon request
Created by: International Customer Management Institute (ICMI)
Scope: Signs of unhappy customers and how to help them, active listening, educating and negotiating customers the right way
Dealing with difficult customers training #9
How to Deal With a Rude or Angry Customer
Alison’s How to Deal With a Rude or Angry Customer course explores the psychological meaning and effects of customer anger and rage. Having a good grasp of this topic will allow your staff to better understand the emotional dynamics involved when dealing with difficult customers.
Also, there’s a 12-step process that guides reps on effectively managing and defusing anger in customer interactions. They’ll also learn about the so-called ‘buyer's remorse' phenomenon and learn strategies for effectively addressing and resolving it.
Cost: Free
Created by: Alison
Scope: Psychological effects of anger and rage, 12-step customer resolution process, the ‘buyer’s remorse’ phenomenon
Dealing with difficult customers training #10
Improving Your First Call Resolution (FCR)
For training managers seeking to equip newly hired call center agents with the necessary skills, SC Training (formerly EdApp)’s Improving Your First Call Resolution (FCR) course is the ultimate solution. This training delves into the meaning and significance of FCR, giving your agents a solid understanding of its importance in the call center industry. Additionally, the course covers how to calculate FCR and offers strategies to enhance FCR rates.
At the end of this call, your team should be better equipped to effectively resolve customer issues on the first call and enhance their overall support performance.
Cost: Free (up to 10 users)
Created by: SC Training (formerly EdApp)
Scope: First call resolution (FCR) meaning and importance, how to calculate FCR, strategies to improve FCR rates
Dealing with difficult customers training is a program designed to give customer-facing teams the skills necessary to handle challenging interactions with customers effectively. It equips them with the tools they need to navigate difficult situations with angry or irate customers while maintaining professionalism. Training can also help them gain some tips on how to transform this unfortunate scenario into a positive customer experience.
What is the most effective way to deal with a difficult customer?
Dealing with a difficult customer can be challenging, but several effective strategies can help navigate such situations. Here are some key steps that you can share with your customer service representatives:
- Stay calm and composed, and avoid responding with anger or defensiveness.
- Listen actively to their customers’ concerns and let them express their frustrations without interruption.
- Acknowledge the customer's feelings and show empathy by expressing understanding of their frustration or dissatisfaction.
- Use a positive and friendly tone throughout the interaction.
- Offer solutions and options to address the issue.
- Follow company policies and guidelines, making sure that the proposed solutions align with the organization's standards and capabilities.
- Prioritize self-care and seek support from colleagues or supervisors when needed.
What are the three most important skills needed when dealing with difficult clients?
When handling difficult customers, several skills are valuable for effectively managing challenging situations. While various skills can be beneficial, here are three of the most important ones:
- Active Listening - It’s a crucial skill when dealing with difficult clients. It involves fully focusing on the client's concerns, understanding their perspective, and acknowledging their emotions.
- Empathy and emotional intelligence - Showing empathy and emotional intelligence will allow your staff to build rapport even with difficult customers, defuse tension, and work towards finding mutually acceptable solutions.
- Effective communication and conflict resolution - Clear and concise communication helps make sure that messages are understood accurately, minimizes misunderstandings, and facilitates problem-solving. Additionally, having conflict resolution skills allows your team to navigate disagreements or conflicts in a constructive manner.
Elevate your team’s customer service skills with dealing with difficult customers training
Dealing with difficult customers requires a unique skill set beyond basic customer service knowledge. Comprehensive training for dealing with difficult customers equips your customer-facing team with the tools and knowledge needed to handle challenging situations with confidence and competence. They’ll learn how to identify the underlying reasons behind customer frustrations and anger and respond and resolve their issues with patience and professionalism. This leads to improved customer satisfaction, increased customer loyalty, and ultimately, improved business outcomes.