Title of the Course

How To Deal with Difficult Customers

Training Goals

To handle difficult customers effectively and empathetically.

Audience

Call center operators at a telephone company.

Library

Audio: Recordings of telephone conversations with abusive customers.

Excerpt: How To Deal with Difficult Customers, from the company's policy and procedures manual.

Article: The 4-Door Approach to Elearning. This basic article contains all of the information about an intriguing and innovative approach to elearning design and delivery.

Job Aid: How To Repond to a Difficult Customer: A table that provides a list of behaviors of angry customers with appropriate responses for each.

Job Aid: Checklist for Dealing with Angry Customers Guidelines and tips for handling abusive behaviors of customers.

Playground

Web Game: What Would You Do? (CHOICE). A web game that presents scenarios invoving angry customers, along with four plausible responses. Can you select the most appropriate answer for each question?

Web Game: Dealing with an Irate Customer (SEQUENCE). Heare are seven steps in managing a customer's anger. Can you put them in the right order?

Web Game: True or False? (Categorize). A set of statements about dealing with difficult customers. Can you correctly classify each statement as Ture or False?

Cafe

Where's Your Empathy? (OQ). Listen to an audio excerpt. What would you say in this situation to show empathy to the customer?

Escalation (OQ). An angry customer demands to talk to your Supervisor. How would you respond to her?

Assessment Center

Listen to this conversation with an angry customer. The audio recording will pause periodically. Record your response using an appropriate tone of voice.