Problematic Customers. Building Trust

How ot recognise types of customers, how to approach them and find solutions in the most difficult situations

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What you will get:
You will learn to work with all types of customers and adjust quickly to their mood.
You will understand the types of conflict situations and how to resolve them.
You will find out how to reduce stress levels in difficult situations.
You will learn how to negotiate when the customer says they won’t pay for work.
You will understand how to control your emotions and cheer yourself up when you are sad.
About this course
Sooner or later, any business owner inevitably faces problematic customers. How can you find a common language with them and build trust relationships? In this online course, you will surely find the answer!

The training will help you understand everything about types of customers and the ways of dealing with them properly. You will learn how to build trust with your customers through active listening techniques, and what to do in situations where the customer does not want to pay for your services. We will show you how to manage your emotions in difficult situations. You will learn how to effectively solve customer problems and learn how to use negative feedback to grow your business. You can consolidate your knowledge with special tests, cases, and homework.

With this online course, you will be able to easily find a common language with your customers. You will learn how to listen to them and answer difficult questions. You will easily apply the knowledge and skills obtained to grow your business and successfully sell your services!
Course structure

Lesson 1. How to pick the key to anyone. Types of problematic customers

In this lesson, you will explore the types of problematic customers and how to deal with them. We'll tell you what words and actions may trigger a conflict and help you learn how to avoid them.

Lesson 2. Problematic situations: their types and how to resolve them

Let's talk about situations that can make any customer problematic and discuss how to get out of them while remaining in a good relationship with customers.
In addition, you will learn about the factors that affect communication with customers.

Lesson 3. Handling claims

In this lesson, you will learn how to deal with customer complaints so that they don't lead to conflicts. We will show you how to negotiate with customers correctly and how to use the contract to deal with claims.
A checklist with the techniques of active listening goes as a bonus to the lesson.

Lesson 4. Dealing with non-payment

This lesson focuses on working with non-payment. You will learn why you should not ignore a client's refusal to pay for your work, and why this is dangerous, apart from the loss of income.
In additional materials, we have prepared a negotiation algorithm for you in different non-payment situations. Take a special quiz to see if you're ready to cope with non-payment issues.

Lesson 5. The customers you have attracted

In this lesson, you will learn about the factors that make communication difficult and the ways of effective interaction with the problem customer.
Additionally, you will create your own checklist to help you evaluate the customer steps. You will learn how to affect problem customers and find a list of ways to help you cheer up.

Lesson 6. Taming emotions. Situation control techniques.

In this lesson, we will show you how you can control your emotions when things seem to be getting heated. We will talk about the stages of conflict and strategies for dealing with difficult moments.
In addition, you will get some "relieving" techniques to use if a conversation looks a bit tense. We also have some practical tips on how you can check information.

Lesson 7. How an idea can solve a customer problem.

Let's talk about how to quickly get to the heart of the “complex customer problem” and deal with it effectively.
Don't forget to check out the additional materials. There you will find recommendations to help you develop a non-standard view of problems.

Lesson 8. In fact, a complaint is your gift. How customer problems can help you make your business the best in the niche.

In the final lesson, you will learn why customer complaints should be treated like gifts and how these gifts can improve your business.
In additional materials, you will find “bad” advice that may discourage customers from leaving negative feedback.
Артамонова Татьяна Владимировна