1 – GETTING STARTED

• Housekeeping Items
• Pre-Assignment Review
• Workshop Objectives
• The Parking Lot
• Action Plan

2 – THE RIGHT ATTITUDE STARTS WITH YOU

• Be Grateful
• Keep Your Body Healthy
• Focus on Positive Thoughts
• Invoke Inner Peace
• Case Study

3 – INTERNAL STRESS MANAGEMENT

• Irritability
• Unhappiness with Your Job
• Feeling Underappreciated
• Not Well-Rested
• Case Study

4 – EXTERNAL STRESS MANAGEMENT

• Office Furniture Not Ergonomically Sound
• High Noise Volume in the Office
• Rift with Co-Workers
• Demanding Supervisor
• Case Study

5 – TRANSACTIONAL ANALYSIS

• What is Transactional Analysis?
• Parent
• Adult
• Child
• Case Study

6 – WHY ARE SOME CUSTOMERS DIFFICULT?

• They Have Truly Had a Bad Experience and Want to Vent
• They Have Truly Had a Bad Experience and Want Someone to be Held Accountable
• They Have Truly Had a Bad Experience and Want Resolution
• They Are Generally Unhappy
• Case Study

7 – DEALING WITH THE CUSTOMER OVER THE PHONE

• Listen to the Customer’s Complaint
• Build Rapport
• Do Not Respond with Negative Words or Emotion
• Offer a Verbal Solution to Customer
• Case Study

8 – DEALING WITH THE CUSTOMER IN PERSON

• Listen to the Customer’s Complaint
• Build Rapport
• Responding with Positive Words and Body Language
• Besides Words, What to Look For?
• Case Study

9 – SENSITIVITY IN DEALING WITH CUSTOMERS

• Who are Angry
• Who Are Rude
• With Different Cultural Values
• Who Cannot Be Satisfied
• Case Study

10 – SCENARIOS OF DEALING WITH A DIFFICULT CUSTOMER

• Angry Customer
• Rude Customer
• Culturally Diverse Customer
• Impossible to Please Customer
• Case Study

11 – CUSTOMER ONCE YOU HAVE ADDRESSED THEIR COMPLAINT

• Call the Customer
• Send the Customer an Email
• Mail the Customer a Small Token
• Handwritten or Typed Letter
• Case Study

12 – WRAPPING UP

• Words From The Wise
• Review Of The Parking Lot
• Lessons Learned
• Recommended Reading
• Completion Of Action Plans And Evaluations