How to handle cranky customer problems

Details

Description

Without customers, we don’t have a business. But what can or should we do if one of our customers is cranky?

Learn why people behave how they do and how you can respond so that you can be happier and more effectively help solve your customer’s problems without getting drawn into their drama, whatever that is.

This program is based on behavioral psychology and discusses how your responses impact your customer so that you can choose a response that will help you stand your ground while still being compassionate about your customer’s problem. This is especially useful if you are an entrepreneur and your customers

The goal of this program is to help you learn how to use the science of behavior to respond professionally even in situations where the people around you are freaking out.

This course consists of several video lessons & a transcript of the lecture. It takes a little more than 45 minutes to complete.

If you want to learn how to not get drawn into other people’s drama and improve outcomes for yourself and your customers, take this course.

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Objectives

Respond to problems in a way that will actually help
Stand your ground while still being compassionate
Avoid getting drawn into other people's drama

Instructional level

Multilevel

Requirements

none

Who should take this online course

Sales professionals
Customer relationship professionals
Entrepreneurs
Conflict Coaches

Chapter 1: Lessons
- 1 Introduction 02:35 min
  
  DescriptionWelcome to the course. This short video will orient you to what we will cover and to me as your instructor
- 2 Unit 1: Why are people so cranky? 14:32 min
  
  DescriptionKnowing how & why you respond the way you do helps you to NOT respond negatively when negativity is thrown at you. An amazing thing happens when you can control your response. And that is that the person who best controls their response, controls the dynamic!
- 3 Unit 2: Understanding Your Response 17:54 min
  
  DescriptionInterpersonal interactions are like a dance. People trade responses back and forth. In the case of a cranky customer, they are being cranky and you are responding to their crankiness and they are responding to how you responded to them. Understanding that your response will have an impact on how the other person responds is the key to interpersonal enlightenment!
- 4 Unit 3 Examples and a reminder that you can't fake this 12:00 min
  
  DescriptionRemaining calm is a skill that has to be practiced. Being calm is not something you can fake. If you just can’t respect someone, pity them instead and try to think of them compassionately. What you may just find is that when you stop treating them as if they are a threat to you or that you hate them, they will stop responding to you as if you are a threat!
Chapter 2: Additional Learning
- 1 Lecture Notes and Additional Learning
  
  DescriptionLinks to Additional Reading It's not customer service, it's human service - http://humanisthappiness.blogspot.com/2015/02/understanding-that-it-isnt-customer.html How not to treat your vendors - http://humanisthappiness.blogspot.com/2012/12/how-not-to-treat-your-vendors.html Dealing with Difficult People - http://humanisthappiness.blogspot.com/2015/05/dealing-with-difficult-people.html The Art of Persuasion - http://humanisthappiness.blogspot.com/2015/10/the-art-of-persuasion.html Learn more from Jennifer Hancock & Humanist Learning Systems Website: https://humanistlearning.com/

The Teachlr

Jennifer Hancock

Founder: Humanist Learning Systems