Dealing with Difficult Customers Courses and other IT courses from TEKsystems Education Services

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Course Code:	MQ 213
Course Abstract:	This course focuses on the challenges of dealing with a difficult customer. Participants learn a model that helps them maintain a positive attitude during difficult moments. Participants also learn how to avoid being manipulated by the difficult customer. Additionally, participants learn specific communication skills that enhance their customer service.
Audience:	This course is designed for anyone.
Duration:	1 day
Learning Outcomes:	This program offers participants the opportunity to: > Identify why they and the customers become frustrated > Determine three distinct ego states > Apply a technique that helps them avoid “getting hooked” > Learn specific communication skills that enhance customer service > Demonstrate how to diffuse anger and keep the communication lines open
Course Topics:	Frustration Ego States Positive Attitude Model Communication Skills for enhanced customer service Diffusing anger Open Lines of Communication
Prerequisites:	None.

Dealing with Difficult Customers Course