Managing Difficult Customers

Conflict Resolution and Managing Difficult Customers On-the-job benefits

The course participants will gain the following significant benefits:

  • Understand WHY the Customer is Upset
  • Identify the Situations Before they Become SITUATIONS
  • Learn and Practice the Process for Diffusing a Customer

Target Audience

The course is recommended for:

  • Employees and managers of retail and hospitality

Pre-requisites

  • Leading a Service Team (Managers)
  • None (Employees)

Objectives

Upon completing the course, participants will be able to:

  • Understand WHY the Customer is Upset
  • Identify the Situations Before they Become SITUATIONS
  • Learn and Practice the Process for Diffusing a Customer

Course Modules

  • Recognizing why customers are upset
    • Psychology of the human
    • Understanding that behavior is predictable
    • Managing Difficult Customers
  • Diffuse a situation before it’s a situation
    • Identify warning signs
    • Know how to stop bad behavior before it begins
  • Learn and practice the process of customer satisfaction in difficult situations
    • Common situations
    • Different types of listening techniques
    • Giving bad news without emotional response
    • Showing respect and empathy through playback
    • How to help when you’re not the person who can help
    • When all else fails, how to diffuse a crisis

The Instructor

Developing Employees Instructor

Thomas J. Carnahan, PhD

Thomas is a Human Resources and Hospitality expert. He has 15 years of industry experience in the public and private sector working with government and service organizations; specifically the US Department of Defense, various public safety departments in the United States, a multitude of hotels/restaurants and globally with FedEx Express. His projects and research are mostly related to the employee life cycle (recruitment, selection and retention). He is the former Chief Science Officer of Nfoshare (an employee engagement company) and HR Business Strategist to the Vice President of Human Resources at FedEx Express. His work has received three Federal Department of Defense awards for excellence as well as a multitude of individual and team awards at FedEx Express.

Currently, Dr. Carnahan is a Professor of Business and Statistics at American University of Phnom Penh. His doctoral dissertation focused on developing a new statistic for determining interrater reliability for structured interviews and his master’s thesis focused on how participant self-selection is influenced by both the participants’ personality and the wording of the recruitment advertisement. He is originally from the United States but currently calls Phnom Penh home. If you take a class with Dr. Carnahan, be prepared to laugh; because, as a former stand-up comedian, he strongly believes that laughter is the best way to engage an audience!

You can also contact us at:

Phone: 023 990 023

Mail: info.clpd@aupp.edu.kh