Online Courses,  Online Classes, Online Learning, Distance Learning, Online Management Courses
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                                                                                            WODIA TRAINING INSTITUTE (WOTI)
                                                                                     
MANAGEMENT TRAINING AND  SKILLS DEVELOPMENT    
                                                                                         
                                                                                                                                                                                                                                                           WOTI  COMPLEX
Online Courses, Online Learning, Online Education, Online Classes in Handling A Difficult Customer    

             --- Online Learning Just in the comfort of your Home.  Access Up to 140 Courses
                                                           
Administrative Skills
 
  1.    Administrative Office Procedures
  2.    Administrative Support
  3.    Archiving and Records Management  
  4.    Basic Bookkeeping
  5.    Business Writing
  6.    Collaborative Business Writing
  7.    Executive and Personal Assistants
  8.    Meeting Management
  9.    Organizational Skills
  10.    Social Media In The Workplace
  11.    Supply Chain Management

Career Development

  1.     Assertiveness and Self Confidence
  2.    Communication Strategies
  3.    Creative Problem Solving
  4.    Developing Creativity
  5.    Digital Citizenship
  6.    Entrepreneurship
  7.    Interpersonal Skills
  8.    mLearning EssentialsELT
  9.    Negotiation Skills
  10.    Personal Branding
  11.    Project Management
  12.    Telework And Telecommuting
  13.    Ten Soft Skills You Need
  14.    The Cloud and Business
  15.    Time Management
  16.    Women in Leadership

Human Resources

  1.    Business Succession Planning
  2.    Contract Management
  3.    Crisis Management
  4.    Developing a Lunch and Learn
  5.    Diversity and Inclusion
  6.    Employee Onboarding
  7.    Employee Recruitment
  8.    Employee Termination Processes
  9.    Generation Gaps
  10.    Health and Wellness at Work
  11.    Hiring Strategies
  12.    Human Resource Management
  13.    Managing Workplace Harassment
  14.    Measuring Results From Training
  15.    Millennial Onboarding
  16.    Office Health And Safety
  17.    Talent Management
  18.    Train-The-Trainer
  19.    Universal Safety Practices
  20.    Workplace Diversity
  21.    Workplace Harassment
  22.    Workplace Violence

Personal Development

  1.    Adult Learning - Mental Skills
  2.    Adult Learning - Physical Skills
  3.    Anger Management
  4.    Attention Management
  5.    Being A Likeable Boss
  6.    Critical Thinking
  7.    Emotional Intelligence
  8.    Goal Setting and Getting Things Done
  9.    Improving Mindfulness
  10.    Improving Self-Awareness
  11.    Increasing Your Happiness
  12.    Job Search Skills
  13.    Life Coaching Essentials
  14.    Managing Personal Finances
  15.    Managing Workplace Anxiety
  16.    Personal Productivity
  17.    Public Speaking
  18.    Social Intelligence
  19.    Social Learning
  20.    Stress Management
  21.    Taking Initiative
  22.    Work-Life Balance

Sales And Marketing                       

  1.    Body Language Basics
  2.    Call Center Training
  3.    Coaching Salespeople
  4.    Contact Center Training
  5.    Creating a Great Webinar
  6.    Employee Recognition
  7.    Event Planning
  8.    High Performance Teams Inside the Company
  9.    High Performance Teams Remote Workforce
  10.    In Person Sales
  11.    Internet Marketing Fundamentals
  12.    Marketing Basics
  13.    Media And Public Relations
  14.    Motivating Your Sales Team
  15.    Multi-Level Marketing
  16.    Overcoming Sales Objections
  17.    Presentation Skills
  18.    Proposal Writing
  19.    Prospecting and Lead Generation
  20.    Sales Fundamentals
  21.    Servant Leadership
  22.    Social Media Marketing
  23.    Telephone Etiquette
  24.    Top 10 Sales Secrets
  25.    Trade Show Staff Training

Supervisors And Managers

  1.    Budgets And Financial Reports
  2.    Coaching And Mentoring
  3.    Conducting Annual Employee Reviews
  4.    Developing New Managers
  5.    Employee Motivation
  6.    Facilitation Skills
  7.    Knowledge Management
  8.    Leadership And Influence
  9.    Lean Process And Six Sigma
  10.    Manager Management
  11.    Middle Manager
  12.    Office Politics For Managers
  13.    Performance Management
  14.    Self-Leadership
  15.    Supervising Others
  16.    Team Building Through Chemistry
  17.    Virtual Team Building And Management

Workplace Essentials

  1.    Appreciative Inquiry
  2.    Business Acumen
  3.    Business Ethics
  4.    Business Etiquette
  5.    Change Management
  6.    Civility In The Workplace
  7.    Conflict Resolution
  8.    Customer Service
  9.    Customer Support
  10.    Cyber Security
  11.    Delivering Constructive Criticism
  12.    Developing Corporate Behavior
  13.    Handling a Difficult Customer
  14.    Networking Outside the Company
  15.    Networking Within the Company
  16.    Respect in the Workplace
  17.    Risk Assessment and Management
  18.    Safety In The Workplace
  19.    Team Building For Managers
  20.    Teamwork And Team Building

Microsoft Office Specialist (MOS)

  1.    Access 2016 Essentials
  2.    Excel 2016 Essentials
  3.    Outlook 2016 Essentials
  4.    PowerPoint 2016 Essentials
  5.    Word 2016 Essentials
  6.    Excel 2016 Expert
  7.    Word 2016 Expert
Self-Paced Home Study, Online Courses   
with Accredited Certificates
              Home Study, ELearning, Online Courses, Classes to Enhance Your Career,         
                Personal Development, Sales and Workforce in Business and Management
Develop yourself, improve your management skills, promote
efficiency, sales and acquire leadership competence with
online learning that enhances you Skills and Knowledge.

STEPS TOWARDS ENGAGING IN ONLINE LEARNING

Step 1-  Access up to about 140 Courses in Soft Skills including Administrative Skills, Career
Development, Human Resources, Personal Development, Sales and Marketing and also
Information Technology in Microsoft Office.

Step 2. Pay the sum of N80,000 ( eighty thousand Naira only ) per head for Four Months.


Step 3- Access 140 courses for Four Months. Learn, Practice, Take Notes, Improve your Skills.


Step 4- Choose the 6 courses you would wish to obtain Certificates.


Step 5- Obtain your Certificates after successful completion of the 6 courses within
Four Months.


Step 6- Become more creative, strategic, organized and confident with enhanced knowledge
in Administration, Information Technology, Leadership, Marketing, Project and Human
Resource Management. These will lead to Career Advancement, Personal Development that
will strengthen your knowledge  in Business, Management and Microsoft Office Skills.
Copyright 2007-Till Date@thewodia.org
Telephone:  +234 (0)8023079485;
+234 (0 8133754358
Handling a Difficult Customer Outline:

Module One: Getting Started

Housekeeping Items
Pre-Assignment Review
Workshop Objectives
The Parking Lot
Action Plan

Module Two: The Right Attitude Starts with You

Be Grateful
Keep Your Body Healthy
Focus on Positive Thoughts
Invoke Inner Peace
Case Study
Module Two: Review Questions

Module Three: Internal Stress Management

Irritability
Unhappiness with Your Job
Feeling Underappreciated
Not Well-Rested
Case Study
Module Three: Review Questions

Module Four: External Stress Management

Office Furniture Not Ergonomically Sound
High Noise Volume in the Office
Rift with Co-Workers
Demanding Supervisor
Case Study
Module Four: Review Questions

Module Five: Transactional Analysis

What is Transactional Analysis?
Parent
Adult
Child
Case Study
Module Five: Review Questions

Module Six: Why are Some Customers Difficult?

They Have Truly Had a Bad Experience and Want to Vent
They Have Truly Had a Bad Experience and Want Someone to be Held Accountable
They Have Truly Had a Bad Experience and Want Resolution
They Are Generally Unhappy
Case Study
Module Six: Review Questions

Module Seven: Dealing with the Customer Over the Phone

Listen to the Customer’s Complaint
Build Rapport
Do Not Respond with Negative Words or Emotion
Offer a Verbal Solution to Customer
Case Study
Module Seven: Review Questions

Module Eight: Dealing with the Customer In Person

Listen to the Customer’s Complaint
Build Rapport
Responding with Positive Words and Body Language
Besides Words, What to Look For?
Case Study
Module Eight: Review Questions

Module Nine: Sensitivity in Dealing with Customers

Who are Angry
Who Are Rude
With Different Cultural Values
Who Cannot Be Satisfied
Case Study
Module Nine: Review Questions

Module Ten: Scenarios of Dealing with a Difficult Customer

Angry Customer
Rude Customer
Culturally Diverse Customer
Impossible to Please Customer
Case Study
Module Ten: Review Questions

Module Eleven: Following up With a Customer Once You Have Addressed Their Complaint

Call the Customer
Send the Customer an Email
Mail the Customer a Small Token
Handwritten or Typed Letter
Case Study
Module Eleven: Review Questions

Module Twelve: Wrapping Up

Words From The Wise
Review Of The Parking Lot
Lessons Learned
Recommended Reading
Completion Of Action Plans And Evaluations
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 HANDLING A DIFFICULT CUSTOMER
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