handling a difficult customer -...

Handling a Difficult Customer

Sample

Corporate Training Materials

Corporate Training Materials

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TABLE OF CONTENTS

Preface .............................................................................................................................................. 3

What is Courseware? ................................................................................................................................ 3

How Do I Customize My Course? .............................................................................................................. 3

Materials Required ................................................................................................................................... 4

Maximizing Your Training Power .............................................................................................................. 5

Icebreakers ........................................................................................................................................ 6

Icebreaker: Friends Indeed ........................................................................................................................ 7

Training Manual Sample ..................................................................................................................... 8

Module Two: The Right Attitude Starts with You ................................................................................ 9

Instructor Guide Sample ................................................................................................................... 17

Module Two: The Right Attitude Starts with You .............................................................................. 18

Activities ......................................................................................................................................... 29

Quick Reference Sheets .................................................................................................................... 31

Certificate of Completion ................................................................................................................. 33

PowerPoint Sample .......................................................................................................................... 35

Preface

What is Courseware?

Welcome to Corporate Training Materials, a completely new training

experience!

Our courseware packages offer you top-quality training materials that

are customizable, user-friendly, educational, and fun. We provide your

materials, materials for the student, PowerPoint slides, and a take-

home reference sheet for the student. You simply need to prepare and

train!

Best of all, our courseware packages are created in Microsoft Office and can be opened using any

version of Word and PowerPoint. (Most other word processing and presentation programs support

these formats, too.) This means that you can customize the content, add your logo, change the color

scheme, and easily print and e-mail training materials.

How Do I Customize My Course?

Customizing your course is easy. To edit text, just click and type as you would with any document. This is

particularly convenient if you want to add customized statistics for your region, special examples for

your participants’ industry, or additional information. You can, of course, also use all of your word

processor’s other features, including text formatting and editing tools (such as cutting and pasting).

To remove modules, simply select the text and press Delete on your keyboard. Then, navigate to the

Table of Contents, right-click, and click Update Field. You may see a dialog box; if so, click “Update entire

table” and press OK.

(You will also want to perform this step if you add modules or move them around.)

If you want to change the way text looks, you can format any piece of text any way you want. However,

to make it easy, we have used styles so that you can update all the text at once.

If you are using Word 97 to 2003, start by clicking the Format menu followed by Styles and Formatting.

In Word 2007 and 2010 under the Home tab, right-click on your chosen style and click Modify. That will

then produce the Modify Style options window where you can set your preferred style options.

For example, if we wanted to change our Heading 1 style, used for Module Titles, this is what we would

do:

Now, we can change our formatting and it will apply to all the headings in the document.

For more information on making Word work for you, please refer to Word 2007 or 2010 Essentials by

Corporate Training Materials.

Materials Required

All of our courses use flip chart paper and markers extensively. (If you prefer, you can use a whiteboard

or chalkboard instead.)

We recommend that each participant have a copy of the Training Manual, and that you review each

module before training to ensure you have any special materials required. Worksheets and handouts are

included within a separate activities folder and can be reproduced and used where indicated. If you

would like to save paper, these worksheets are easily transferrable to a flip chart paper format, instead

of having individual worksheets.

We recommend these additional materials for all workshops:

Laptop with projector, for PowerPoint slides

Quick Reference Sheets for students to take home

Timer or watch (separate from your laptop)

Masking tape

Blank paper

Maximizing Your Training Power

We have just one more thing for you before you get started. Our company is built for trainers, by

trainers, so we thought we would share some of our tips with you, to help you create an engaging,

unforgettable experience for your participants.

Make it customized. By tailoring each course to your participants, you will find that your results

will increase a thousand-fold.

o Use examples, case studies, and stories that are relevant to the group.

o Identify whether your participants are strangers or whether they work together. Tailor

your approach appropriately.

o Different people learn in different ways, so use different types of activities to balance it

all out. (For example, some people learn by reading, while others learn by talking about

it, while still others need a hands-on approach. For more information, we suggest

Experiential Learning by David Kolb.)

Make it fun and interactive. Most people do not enjoy sitting and listening to someone else talk

for hours at a time. Make use of the tips in this book and your own experience to keep your

participants engaged. Mix up the activities to include individual work, small group work, large

group discussions, and mini-lectures.

Make it relevant. Participants are much more receptive to learning if they understand why they

are learning it and how they can apply it in their daily lives. Most importantly, they want to

know how it will benefit them and make their lives easier. Take every opportunity to tie what

you are teaching back to real life.

Keep an open mind. Many trainers find that they learn something each time they teach a

workshop. If you go into a training session with that attitude, you will find that there can be an

amazing two-way flow of information between the trainer and trainees. Enjoy it, learn from it,

and make the most of it in your workshops.

And now, time for the training!

Icebreakers

Each course is provided with a wide range of interactive Icebreakers. The trainer can utilize an

Icebreaker to help facilitate the beginning of the course, as it helps “break the ice” with the

participants. If the participants are new to each other, an icebreaker is a great way to introduce

everyone to each other. If the participants all know each other it can still help loosen up the

room and begin the training session on positive note. Below you will see one of the icebreakers

that can be utilized from the Icebreakers folder.

Icebreaker: Friends Indeed

Purpose

Have the participants moving around and help to make introductions to each other.

Materials Required

Name card for each person

Markers

Preparation

Have participants fill out their name card. Then, ask participants to stand in a circle, shoulder to

shoulder. They should place their name card at their feet. Then they can take a step back. You

as the facilitator should take the place in the center of the circle.

Activity

Explain that there is one less place than people in the group, as you are in the middle and will

be participating. You will call out a statement that applies to you, and anyone to whom that

statement applies must find another place in the circle.

Examples:

Friends who have cats at home

Friends who are wearing blue

Friends who don’t like ice cream

The odd person out must stand in the center and make a statement.

The rules:

You cannot move immediately to your left or right, or back to your place.

Let’s be adults: no kicking, punching, body-checking, etc.

Play a few rounds until everyone has had a chance to move around.

Training Manual Sample

On the following pages is a sample module from our Training Manual. Each of our courses

contains twelve modules with three to five lessons per module. It is in the same format and

contains the same material as the Instructor Guide, which is then shown after the Training

Manual sample, but does not contain the Lesson Plans box which assists the trainer during

facilitation.

The Training Manual can be easily updated, edited, or customized to add your business name

and company logo or that of your clients. It provides each participant with a copy of the

material where they can follow along with the instructor.

Module Two: The Right Attitude Starts with You

Keeping a positive mental attitude in the face of difficulty isn’t easy.

In fact, according to psychologists, our brains seem to be hardwired

to focus on the negative, as studies have shown. However, here is

some postivity to focus on: many studies have also demonstrated

that cultivating an “attitude of gratitude” and engaging in regular

exercise and meditation have dramatic effects on our sense of well

being.

Source: Baumeister, Roy F.; Bratslavsky, Ellen; Finkenauer, Catrin; &

Vohs, Kathleen D. (2001) “Bad is StrongerThan Good” Review of

General Psychology Vol 5(4).

“Keep your face always towards

the sunshine – and shadows will

fall behind you.

Walt Whitman

Alan Collins

Be Grateful

It’s natural and easy to focus on the negative things that happen in our lives. When a

reckless driver cuts you off on the highway, your pulse races and your adrenaline

begins to flow. Maybe you start to shake, and it’s likely that this feeling stays with you

for a while. However the good things in life often escape our notice, whether it’s the

person who greets you with a smile or holds the door open for you. Taking note of the good things in

your life involves a conscious decision, but it has a huge payoff. Oprah Winfrey once noted that the

single most important thing she’s ever done was to write five things that she’s grateful for in a journal at

the beginning of each day. And the science backs her up. Psychologists from the universities of California

and Miami performed an experiment in 2003 that found that keeping a daily journal of what you’re

grateful for can increase your own sense of wellbeing throughout your life.

Make Gratitude a Habit

Sustaining a positive outlook requires consistent practice. If taking a moment to note

what’s going right can give you a good feeling, imagine the cumulative effect of doing

so daily. In order to do so, you have to cultivate a habit.

Forming a habit:

Use a reminder. For example, at the beginning of your workday before (or after) you clock in. Let

this act as a cue to list five things you’re grateful for in a gratitude journal.

Have a routine. Try to write in your gratitude journal at the same time every day.

Reward yourself. Although developing a cumulative sense of gratitude is its own reward, the act

of setting up a specific reward helps to divide a large task into many small tasks. For example,

for after a week of successively keeping your journal, pick a small reward for yourself.

Doing something consistently becomes automatic over time, but that time can vary between 18

and 254 days to do so. The average amount of time to make a habit automatic is around two

months.

If you miss a day, don’t beat yourself up. Take note however why you missed it as well as any

strategies to counteract whatever caused you to miss it. Be aware that a change in routine can

disrupt habitual behavior and may require the development of a new reminder and routine.

Keep Your Body Healthy

Regular exercise is crucial for producing a positive attitude. It stimulates the

production of pleasure chemicals in our brain called endorphins, and has been shown

to combat depression effectively.

Important aspects of good exercise:

Never exercise beyond your physical capabilities.

The ideal exercise plan includes flexibility, strength, balance, and endurance training.

Drink plenty of water.

Vary your routine from time to time by replacing old exercises with new ones.

Avoid exercise within the three hours before you go to sleep

Invoke Inner Peace

Cultivating positive thinking is also a process of invoking inner peace within. Here are

some ways to do so:

Identify negative and automatic thoughts and counter them with alternatives. Typically these

thoughts frame situations in terms of black and white and either/or terms. They also tend to

make logical leaps. For example, your boss may have a look of disapproval. An automatic

thought might be to assume she is angry because you were late to work. But you were only late

to work by a couple of minutes, and you’re always on time if not early, so it’s ridiculous that

your boss should be so angry. And the train of assumptions can go on indefinitely. When you

encounter such thoughts, reframe your assessment from terms that this is the case to this may

be the case along with other possibilities. Consider other possibilities, including those that have

nothing to do with you. Practice reality testing by asking your boss if she is upset with you and

what can you do to improve the situation.

Practice meditation regularly. This helps you to focus on the moment as well as to feel more

relaxed, and even doing as little as 10 minutes a day can have powerful effects throughout your

day.

Keep a journal of your thoughts and feelings. This can be particularly helpful during times of

stress. It can help you to both articulate and organize your thoughts. One study found that

writing about an intensely positive experience for three consecutive days still contributed to

positive moods three months later.

Source: Burton, Chad M. & King, Laura A. (2004) “The health benefits of writing about intensely

positive experiences” Journal of Research in Personality Vol 38 (2).

Schedule time for play. Make sure to take time to relax and enjoy life on a regular basis. This will

not only help develop a positive outlook but also increase your creativity

Case Study

Monica was experiencing some big challenges in her life. She had just graduated from

college with a mountain of student loan debt. She had no job, despite the fact that she

had been looking for months. Her savings was dwindling fast, and to top it all off, she

had a nagging toothache and knew a trip to the dentist would cost a small fortune,

especially since she had no insurance. When she thought about all the problems facing

her, it became overwhelming. She grew depressed. Her life consisted of wasting away

on the couch and watching reruns of Oprah Winfrey. When she saw the episode about

gratitude, Monica decided to give it a try. She did have some things going right in her life, after all. She

now had a degree. She had a working car. Best of all, Monica had family and friends who encouraged

her, including a professor who was willing to recommend her for an office job. The more she focused on

what she did have, the better she felt. In fact, instead of feeling depressed over everything that lay

before her, Monica started to feel enthusiastic about the potential the future held.

Module Two: Review Questions

1. Which of the following celebrities advocates keeping a gratitude journal?

a) Barak Obama

b) James Franco

c) Miley Cyrus

d) Oprah Winfrey

2. According to scientists, keeping a gratitude journal every day increases what?

a) Your sense of judgment

b) Your sense of wellbeing

c) Your understanding of what is not working in your life

d) Your religious beliefs

3. Which of the following is helpful in developing a habit?

a) Using a reminder

b) Having a routine

c) Rewarding yourself

d) All of the above

4. What is the average amount of time to make a habit automatic?

a) Two days

b) Two weeks

c) Two months

d) None of the above

5. Which of the following is Not an aspect of a good exercise routine?

a) Strength training

b) Speed training

c) Balance training

d) Flexibility training

6. Which of the following is Not a good time to exercise?

a) When you wake up

b) After lunch

c) In the early afternoon

d) Right before bed

7. Meditating as little as ___ minutes a day can help invoke inner peace.

a) 2

b) 10

c) 30

d) 60

8. Writing about an intensely positive experience for ___ consecutive days still contributed to


a) Ten

b) Six

c) Three

d) Fifteen

9. Which of the following was Not a challenge facing Monica?

a) A broken-down car

b) A toothache

c) No job

d) Student loan debt

10. How did Monica begin to change her fortunes?

a) She got her car fixed

b) She used a door knob and string to extract her bad tooth

c) She focused on what was going right in her life

d) She borrowed money from her boyfriend

Instructor Guide Sample

On the following pages is a sample module from our Instructor Guide. It provides the instructor

with a copy of the material and a Lesson Plans box. Each Instructor Guide and Training Manual

mirrors each other in terms of the content. They differ in that the Instructor Guide is

customized towards the trainer, and Training Manual is customized for the participant.

The key benefit for the trainer is the Lesson Plan box. It provides a standardized set of tools to

assist the instructor train that particular lesson. The Lesson Plan box gives an estimated time to

complete the lesson, any materials that are needed for the lesson, recommended activities, and

additional points to assist in delivering the lessons such as Stories to Share and Delivery Tips.

Module Two: The Right Attitude Starts with You

Keeping a positive mental attitude in the face of difficulty isn’t easy.

In fact, according to psychologists, our brains seem to be hardwired

to focus on the negative, as studies have shown. However, here is

some postivity to focus on: many studies have also demonstrated

that cultivating an “attitude of gratitude” and engaging in regular

exercise and meditation have dramatic effects on our sense of well

being.

Source: Baumeister, Roy F.; Bratslavsky, Ellen; Finkenauer, Catrin; &

Vohs, Kathleen D. (2001) “Bad is StrongerThan Good” Review of

General Psychology Vol 5(4).

Keep your face always towards

the sunshine – and shadows will

fall behind you.

Walt Whitman

Alan Collins

Be Grateful

It’s natural and easy to focus on the negative things that happen in our lives. When a

reckless driver cuts you off on the highway, your pulse races and your adrenaline

begins to flow. Maybe you start to shake, and it’s likely that this feeling stays with you

for a while. However the good things in life often escape our notice, whether it’s the

person who greets you with a smile or holds the door open for you. Taking note of the good things in

your life involves a conscious decision, but it has a huge payoff. Oprah Winfrey once noted that the

single most important thing she’s ever done was to write five things that she’s grateful for in a journal at

the beginning of each day. And the science backs her up. Psychologists from the universities of California

and Miami performed an experiment in 2003 that found that keeping a daily journal of what you’re

grateful for can increase your own sense of wellbeing throughout your life.

Source: Emmons, Robert A. & McCullough, Michael E. (2003) “Counting blessings versus burdens: An

experimental investigation of gratitude and subjective well-being in daily life.” Journal of Personality and

Social Psychology Vol 84(2)

Estimated Time 8 minutes

Topic Objective Introduce gratitude.

Topic Summary How does being grateful improve your attitude?

Discuss gratitude and positivity.

Materials Required 01: Gratitude

Planning Checklist None

Recommended Activity

As a group list different things for which you are grateful. These can be

simple, such as a good cup of coffee, or huge, such as the birth of a child or

grandchild. As a group, discuss different ways to accentuate the positive in

your lives. Take note of how everyone feels after doing so.

Stories to Share Share any personal or relevant stories.

Delivery Tips Encourage everyone to participate.

Review Questions What steps can you take to cultivate a positive attitude?

Make Gratitude a Habit

Sustaining a positive outlook requires consistent practice. If taking a moment to note

what’s going right can give you a good feeling, imagine the cumulative effect of doing

so daily. In order to do so, you have to cultivate a habit.

Forming a habit:

Use a reminder. For example, at the beginning of your workday before (or after) you clock in. Let

this act as a cue to list five things you’re grateful for in a gratitude journal.

Have a routine. Try to write in your gratitude journal at the same time every day.

Reward yourself. Although developing a cumulative sense of gratitude is its own reward, the act

of setting up a specific reward helps to divide a large task into many small tasks. For example,

for after a week of successively keeping your journal, pick a small reward for yourself.

Doing something consistently becomes automatic over time, but that time can vary between 18

and 254 days to do so. The average amount of time to make a habit automatic is around two

months.

If you miss a day, don’t beat yourself up. Take note however why you missed it as well as any

strategies to counteract whatever caused you to miss it. Be aware that a change in routine can

disrupt habitual behavior and may require the development of a new reminder and routine.

Sources: http://www.spring.org.uk/2009/09/how-long-to-form-a-habit.php

http://jamesclear.com/three-steps-habit-change


Topic Objective The Gratitude Journal.

Topic Summary Each participant creates and maintains a gratitude journal

Participants list five things they are grateful for each day.

Materials Required Blank notebooks or folders with blank pages



At the beginning of each day of training, either after the icebreaker or

instead of it, each participant privately notes five things they are grateful for.

Invite volunteers to share with the rest of the class.

Stories to Share Share any personal relevant stories.

http://www.spring.org.uk/2009/09/how-long-to-form-a-habit.php

http://jamesclear.com/three-steps-habit-change


Review Questions What are the three R’s of consciously forming habits?

Keep Your Body Healthy

Regular exercise is crucial for producing a positive attitude. It stimulates the

production of pleasure chemicals in our brain called endorphins, and has been shown

to combat depression effectively.

Source: http://science.howstuffworks.com/life/exercise-happiness2.htm

Important aspects of good exercise:

Never exercise beyond your physical capabilities.

The ideal exercise plan includes flexibility, strength, balance, and endurance training.

Drink plenty of water.

Vary your routine from time to time by replacing old exercises with new ones.

Avoid exercise within the three hours before you go to sleep

Source: Editors of Reader’s Digest (1993) Family Guide to Natural Medicine


Topic Objective Introduce A Balanced Exercise Routine.

Topic Summary

A Balanced Exercise Routine

Consider the types of exercises that would make up a well-balanced exercise

routine.

Materials Required Flipchart/board and marker


Recommended Activity Discuss what exercises train for flexibility, balance, endurance, and strength.

Develop a tentative exercise regimen that works for your exercise level.

Stories to Share Share any personal, relevant stories.


Review Questions What is a good exercise for developing one’s balance?

http://science.howstuffworks.com/life/exercise-happiness2.htm

Invoke Inner Peace

Cultivating positive thinking is also a process of invoking inner peace within. Here are

some ways to do so:

Identify negative and automatic thoughts and counter them with alternatives. Typically these

thoughts frame situations in terms of black and white and either/or terms. They also tend to

make logical leaps. For example, your boss may have a look of disapproval. An automatic

thought might be to assume she is angry because you were late to work. But you were only late

to work by a couple of minutes, and you’re always on time if not early, so it’s ridiculous that

your boss should be so angry. And the train of assumptions can go on indefinitely. When you

encounter such thoughts, reframe your assessment from terms that this is the case to this may

be the case along with other possibilities. Consider other possibilities, including those that have

nothing to do with you. Practice reality testing by asking your boss if she is upset with you and

what can you do to improve the situation.



day.

Keep a journal of your thoughts and feelings. This can be particularly helpful during times of

stress. It can help you to both articulate and organize your thoughts. One study found that

writing about an intensely positive experience for three consecutive days still contributed to


Source: Burton, Chad M. & King, Laura A. (2004) “The health benefits of writing about intensely

positive experiences” Journal of Research in Personality Vol 38 (2).

Schedule time for play. Make sure to take time to relax and enjoy life on a regular basis. This will

not only help develop a positive outlook but also increase your creativity


Topic Objective Identify and counter negative thoughts

Topic Summary

Alternatives to negative thinking

Discuss alternative possibilities for reframing and reaction to negative

thoughts.

Materials Required 01: Meditation

Planning Checklist Pass out Handout One: Meditation. Be sure to make enough copies for the

entire class.


As a group, discuss a negative or disturbing situation and brainstorm

alternative ways to assess the situation and alternative actions to improve

the situation.



Review Questions What is automatic thinking?

Case Study

Monica was experiencing some big challenges in her life. She had just graduated from

college with a mountain of student loan debt. She had no job, despite the fact that she

had been looking for months. Her savings was dwindling fast, and to top it all off, she

had a nagging toothache and knew a trip to the dentist would cost a small fortune,

especially since she had no insurance. When she thought about all the problems facing

her, it became overwhelming. She grew depressed. Her life consisted of wasting away

on the couch and watching reruns of Oprah Winfrey. When she saw the episode about

gratitude, Monica decided to give it a try. She did have some things going right in her life, after all. She

now had a degree. She had a working car. Best of all, Monica had family and friends who encouraged

her, including a professor who was willing to recommend her for an office job. The more she focused on

what she did have, the better she felt. In fact, instead of feeling depressed over everything that lay

before her, Monica started to feel enthusiastic about the potential the future held.


Topic Objective Outline the Right Attitude case study.

Topic Summary Case study

Discuss the importance of cultivating positivity.

Materials Required None


Recommended Activity Discuss the outcome of the case study.



Review Questions What was Monica grateful for?

Module Two: Review Questions

1. Which of the following celebrities advocates keeping a gratitude journal?

a) Barak Obama

b) James Franco

c) Miley Cyrus

d) Oprah Winfrey

Oprah Winfrey once noted that the single most important thing she’s ever done was to write

five things that she’s grateful for in a journal at the beginning of each day.

2. According to scientists, keeping a gratitude journal every day increases what?

a) Your sense of judgment

b) Your sense of wellbeing

c) Your understanding of what is not working in your life

d) Your religious beliefs

Psychologists from the universities of California and Miami performed an experiment in 2003

that found that keeping a daily journal of what you’re grateful for can increase your own sense

of wellbeing throughout your life.

3. Which of the following is helpful in developing a habit?

a) Using a reminder

b) Having a routine

c) Rewarding yourself

d) All of the above

The three R’s of forming a habit are reminder, routine, and reward.

4. What is the average amount of time to make a habit automatic?

a) Two days

b) Two weeks

c) Two months

d) None of the above

It takes anywhere from 18 to 254 days of consistently doing something to make that a habit, but

the average is around two months.

5. Which of the following is Not an aspect of a good exercise routine?

a) Strength training

b) Speed training

c) Balance training

d) Flexibility training

A well-balanced exercise routine works on strength, balance, endurance, and flexibility.

6. Which of the following is Not a good time to exercise?

a) When you wake up

b) After lunch

c) In the early afternoon

d) Right before bed

Exercising right before bed can make it difficult to fall asleep.

7. Meditating as little as ___ minutes a day can help invoke inner peace.

a) 2

b) 10

c) 30

d) 60



day.

8. Writing about an intensely positive experience for ___ consecutive days still contributed to


a) Ten

b) Six

c) Three

d) Fifteen

Keeping a journal of one’s thoughts and feelings can particularly be helpful during times of

stress.

9. Which of the following was Not a challenge facing Monica?

a) A broken-down car

b) A toothache

c) No job

d) Student loan debt

Monica’s car was working, a source of gratitude for her.

10. How did Monica begin to change her fortunes?

a) She got her car fixed

b) She used a door knob and string to extract her bad tooth

c) She focused on what was going right in her life

d) She borrowed money from her boyfriend

Monica changed her focus from a negative one that made her feel depressed and overwhelmed

to a positive focus on what was going right in her life.

Activities

During the facilitation of a lesson Worksheet or Handout may be utilized to help present the

material. If a lesson calls for a Worksheet or Handout it will be listed in the Lesson Plan box

under Materials Required. The trainer can then utilize the Activities folder for the

corresponding material and then provide it to the participants. They are all on separate Word

documents, and are easily edited and customized.

Below you will see the Worksheets or Handouts that are utilized during the training of the

above lesson. They are located in the Activities folder and can be easily printed and edited for

the participants.

Sample Worksheet: Gratitude

In the space, note five things for which you are grateful.

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

Quick Reference Sheets

Below is an example of our Quick reference Sheets. They are used to provide the participants

with a quick way to reference the material after the course has been completed. They can be

customized by the trainer to provide the material deemed the most important. They are a way

the participants can look back and reference the material at a later date.

They are also very useful as a take-away from the workshop when branded. When a participant

leaves with a Quick Reference Sheet it provides a great way to promote future business.

Do not Respond with

Negative Words or Emotion

When working in the customer service

field, you will frequently encounter

negativity from your customers. If you

respond with negative words or emotions,

this can reinforce that negativity. While

responding with empathy often requires

that you acknowledge a customer’s

negative emotions, your choice of words

can set the tone for the remainder of the

conversation. For example, to

acknowledge that your customer has had

a frustrating experience, using the word

“challenging” rather than “frustrating” can

communicate that the problem is a

solvable one rather than insolvable.

Focus on Positive Thoughts

Negative thoughts and emotions narrow our focus. One result of this is

we perceive that we have fewer options. Positive thoughts and

emotions broaden our focus and open up a wider range of possibilities.

Cultivating positive thoughts and emotions also has a cumulative effect

of helping you to become more resourceful over time.

They are Generally Unhappy

Customers who are generally unhappy people can be exceptionally difficult. When you ask what is wrong, they can

launch into an entire laundry list. Often unhappy people pursue negative rewards in their interactions. Consequently,

they may want you to slip into a Child or Parent mode to complement their corresponding Child or Parent mode,

because this confirms their negative view of life. Destructive labeling is a common distorted thinking pattern that you’ll

find with this type of customer. When dealing with generally unhappy people, you can help them by refocusing their

attention on the here and now and the problem at hand. Rather than asking what is wrong, you can ask, how can I help

you today, or look for specific steps you can take to resolve a specific issue. Remember that the way to counteract

destructive labeling in yourself is to focus on specifics. This focus on a specific and resolvable problem in your

impossible-to-please customer can aid in counteracting their destructive labeling. You may find that they continuously

resist and try to lure you into a Child or Parent state. If possible, you may have to call a time out to regroup yourself. The

most important step in dealing with generally unhappy customers is to remain authentically positive and in the Adult

mode. Dealing with this type of customer can be a source of frustration, so be prepared to reframe the problem when

you identify this emotion in yourself or your customer.

Handling a Difficult Customer

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Certificate of Completion

Every course comes with a Certificate of Completion where the participants can be recognized

for completing the course. It provides a record of their attendance and to be recognized for

their participation in the workshop.

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PowerPoint Sample

Below you will find the PowerPoint sample. The slides are based on and created from the

Training Manual. PowerPoint slides are a great tool to use during the facilitation of the

material; they help to focus on the important points of information presented during the

training.

TABLE OF CONTENTS

Preface ..............................................................................................................................................6

What is Courseware? ................................................................................................................................ 6

How Do I Customize My Course? .............................................................................................................. 6

Materials Required ................................................................................................................................... 8

Maximizing Your Training Power .............................................................................................................. 8

Module One: Getting Started ........................................................................................................... 10

Housekeeping Items................................................................................................................................ 11

The Parking Lot ....................................................................................................................................... 11

Workshop Objectives .............................................................................................................................. 11

Module Two: The Right Attitude Starts with You .............................................................................. 12

Be Grateful .............................................................................................................................................. 12

Make Gratitude a Habit .......................................................................................................................... 13

Keep Your Body Healthy ......................................................................................................................... 14

Invoke Inner Peace .................................................................................................................................. 11

Case Study ............................................................................................................................................... 12

Module Two: Review Questions .............................................................................................................. 18

Module Three: Stress Management (Internal Stressors) .................................................................... 21

Irritability ................................................................................................................................................ 21

Unhappiness with your job ..................................................................................................................... 22

Feeling Underappreciated ...................................................................................................................... 23

Not Well Rested ...................................................................................................................................... 24

Case Study ............................................................................................................................................... 26

Module Three: Review Questions ........................................................................................................... 27

Module Four: Stress Management (External Stressors) ..................................................................... 30

Manage Your Work Space ...................................................................................................................... 30

Loud Work Environment ......................................................................................................................... 31

Co-Worker Relations ............................................................................................................................... 32

Demanding Supervisor ............................................................................................................................ 33

Case Study ............................................................................................................................................... 34

Module Four: Review Questions ............................................................................................................. 36

Module Five: Transactional Analysis ................................................................................................. 39

What is Transactional Analysis ............................................................................................................... 39

Parent ..................................................................................................................................................... 40

Child ........................................................................................................................................................ 41

Adult ....................................................................................................................................................... 41

Case Study ............................................................................................................................................... 43

Module Five: Review Questions .............................................................................................................. 45

Module Six: Why are Some Customers Difficult................................................................................. 48

They Have Truly Had a Bad Experience and Want to Vent ..................................................................... 48

They Have Truly Had a Bad Experience and Want Someone to be Held Accountable ........................... 49

They Have Truly Had a Bad Experience and Want Resolution ................................................................ 50

They are Generally Unhappy .................................................................................................................. 51

Case Study ............................................................................................................................................... 52

Module Six: Review Questions ................................................................................................................ 53

Module Seven: Dealing with the Customer Over the Phone............................................................... 56

Listen to the Customer’s Complaint ........................................................................................................ 56

Build Rapport .......................................................................................................................................... 58

Do not Respond with Negative Words or Emotion ................................................................................. 59

Offer a Verbal Solution to Your Customer .............................................................................................. 60

Case Study ............................................................................................................................................... 60

Module Seven: Review Questions ........................................................................................................... 62

Module Eight: Dealing with the Customer In Person .......................................................................... 65

Listen to the Customer’s Concerns .......................................................................................................... 65

Build Rapport .......................................................................................................................................... 66

Respond with Positive Words and Body Language ................................................................................. 67

Aside from Words, What to Look for in a Customer that Indicates Resolution ...................................... 68

Case Study ............................................................................................................................................... 69

Module Eight: Review Questions ............................................................................................................ 71

Module Nine: Sensitivity in Dealing with Customers ......................................................................... 74

Customers who are Angry....................................................................................................................... 74

Customers who are Rude ........................................................................................................................ 75

Customers with Different Cultural Values .............................................................................................. 76

Customers who Cannot be Satisfied ....................................................................................................... 77

Case Study ............................................................................................................................................... 78

Module Nine: Review Questions ............................................................................................................. 80

Module Ten: Scenarios of Dealing with a Difficult Customer .............................................................. 83

Angry Customer ...................................................................................................................................... 83

Rude Customer........................................................................................................................................ 84

A Customer from Another Culture .......................................................................................................... 85

An Impossible to Please Customer .......................................................................................................... 86

Case Study ............................................................................................................................................... 86

Module Ten: Review Questions .............................................................................................................. 88

Module Eleven: Following up With a Customer Once You Have Addressed Their Issue ....................... 91

Call the Customer .................................................................................................................................... 91

Send the Customer an Email ................................................................................................................... 92

Mail the Customer a Small Token ........................................................................................................... 93

Snail-Mail a Handwritten or Typed Letter .............................................................................................. 93

Case Study ............................................................................................................................................... 94

Module Eleven: Review Questions .......................................................................................................... 96

Module Twelve: Wrapping Up .......................................................................................................... 99

Words from the Wise .............................................................................................................................. 99

Review of Parking Lot ........................................................................................................................... 100

Lessons Learned .................................................................................................................................... 100

Completion of Action Plans and Evaluations ........................................................................................ 100

handling a difficult customer -...

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