Customer Service Training: Dealing with Difficult Customers
Learn how to deal with difficult customers | Master customer relationship management | Gain conflict management skills
Lo que serás capaz de hacer
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
- 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.
Temario
UNIDAD 1 - Introduction · 7 leccionesUNIDAD 1 - Introduction
UNIDAD 1 - Introduction
- Introduction to Customer Service: How to deal with difficult customers
- Customer Service vs Dealing with difficult customers
- Acting intuitively vs acting strategically
- Understand your difficult customer
- The ECA Method
- Introduce yourself - Engaging with the customers
- Section takeaways
UNIDAD 2 - The ECA Method I: Empathy · 7 leccionesUNIDAD 2 - The ECA Method I: Empathy
UNIDAD 2 - The ECA Method I: Empathy
- The E in the ECA method: Empathy
- Listen, evaluate and control the de situation
- Let them know that you understand the problem I
- Let them know that you understand the problem II
- Acknowledge the situation and reassure the customer
- PRACTICE #1
- Section takeaways
UNIDAD 3 - The ECA Method II: Take Control · 6 leccionesUNIDAD 3 - The ECA Method II: Take Control
UNIDAD 3 - The ECA Method II: Take Control
- The C in the ECA Method Control
- Re-focus the situation
- Confirm what they want
- Fix the situation
- PRACTICE #2
- Section takeaways
UNIDAD 4 - The ECA Method III: Advocacy · 6 leccionesUNIDAD 4 - The ECA Method III: Advocacy
UNIDAD 4 - The ECA Method III: Advocacy
- The A in the ECA method: Advocacy
- The right way to end the conversation with an unhappy or angry customer
- Turn upset customers into advocates of your brand
- Turn upset customers into advocates of your brand Part II - Follow UP
- PRACTICE #3
- Section takeaways
UNIDAD 5 - Frequently Asked Questions · 7 leccionesUNIDAD 5 - Frequently Asked Questions
UNIDAD 5 - Frequently Asked Questions
- How Do You Handle Impossible Customer Requests?
- What to Do When a Customer Declines Your Solution?
- Can Re-Emphasizing an Apology Negatively Impact Customer Perceptions?
- How to Deal with Customers Using Offensive Language Without Escalating?
- When Is It Overbearing to Re-Emphasize an Apology in a Call?
- Is it Wrong to Call Them "Difficult Customers"?
- What Strategies Work Best for Customers Who Keep Interrupting?
UNIDAD 6 - Conclusion / Thank You · 5 leccionesUNIDAD 6 - Conclusion / Thank You
UNIDAD 6 - Conclusion / Thank You
- More tips and hacks
- Types of difficult customers
- Handling a Frustrated Customer Who Received the Wrong Order
- What to do next
- BONUS
Tu certificado lo emite la SEP, no solo una plataforma
Al demostrar la competencia recibes un certificado emitido por la Secretaría de Educación Pública a través del Gobierno del Estado de México: un documento oficial que puedes presentar con confianza ante cualquier empleador o institución.
Tu certificado con INEC
- Lo emite la Secretaría de Educación Pública (SEP), a través del Gobierno del Estado de México
- Documento oficial con folio verificable en línea
- Lo otorga la Universidad Tecnológica Fidel Velázquez
Otras plataformas en línea
- Constancia privada emitida por la misma plataforma
- Solo acredita horas cursadas o asistencia
- Sin respaldo de una autoridad educativa
Tu itinerario, de la inscripción al certificado
- 1
Inscripción con pago único
Pagas $2,800 MXN una sola vez y entras de inmediato al curso.
- 2
Estudias a tu ritmo
6 unidades con videos, lecturas y actividades, disponibles 24/7 durante 12 meses.
- 3
Cuestionarios por unidad
4 cuestionarios para comprobar lo aprendido.
- 4
Certificado
Emitido por la SEP a través del Gobierno del Estado de México, con folio verificable.
Un certificado oficial de la SEP
Muestra · verificable por folio y QR
- Emitido por la Secretaría de Educación Pública (SEP), a través del Gobierno del Estado de México. No es una constancia privada: es un documento oficial, y ese respaldo marca la diferencia frente a otras plataformas en línea.
- Contenido impartido por Gustavo Escobar Henríquez.
- Folio y QR verificables para compartirlo con quien te contrate.
Empieza hoy, a tu ritmo
Un solo pago y acceso inmediato al curso completo durante 12 meses.
- 6 unidades · 38 lecciones · 30 h
- 12 meses de acceso
- 4 cuestionarios de evaluación
- Certificado emitido por la SEP (Gob. del Estado de México) con folio verificable
Sobre tu inscripción
¿Cómo es el pago?
Un solo pago de $2,800 MXN. No hay mensualidades ni cargos recurrentes.
¿Cuánto tiempo tengo acceso?
12 meses desde tu inscripción, 24/7, para avanzar a tu ritmo.
¿Quién imparte el contenido?
El curso es impartido por Gustavo Escobar Henríquez; INEC gestiona tu inscripción, evaluación y certificado.
¿Qué pasa cuando vence mi acceso?
Puedes renovar tu cuenta tú mismo desde la plataforma, sin trámites ni esperas.
