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Event Listings
Introduction Do you have to face demanding and unreasonable customers who drive you up a wall? Are you finding it impossible to keep your cool when interacting with such difficult customers? Managing challenging customers is a fact of life for customer service personnel. It is not uncommon to meet customers who are rude, frustrated or angry. Failing to manage them properly will not only result in the loss of these valuable customers, it may also trigger the spread of negative word-of-mouth communciation about your organisation. Thus it is important that customer service personnel learn how to respond to these difficult customers, in a way that make them feel positive about you and your organisation. “I have learnt to be more systematic with customer interaction/feedback. The skills I learnt allow me to deliver better services to customers at work.” - Mr Pek Yoke Liang Sam, Senior Engineer, Singapore Technologies Electronics Limited This two-day course is designed to provide customer service personnel with skills and technqieus to manage challenging customers' needs and ultimately acheive a win-win situation. Objectives - Understand why customers are challenging - Be aware of the 10 Demandments of Challenging Customers - Recognize the importance of their role in managing challenging customers - Understand the strategic importance og handling challenging customers well - Learn to identify the different personality styles of challenging customers - Apply strategies and practical process in handling challenging customers better - Lessen their stress levels when dealing with challenging customers - Create a win-win situation for both customers and service giver - Apply their skills immediately in the various skills practices and videoed role plays during the workshop Outline Why are Customers Challenging/Difficult - The common service breakdowns - The 10 Demandments of Challenging Customers Challenging Customers – The Importance to Manage Them - Our critical role in managing challenging customers - The costs of ignoring challenging customers - Turning customers’ complaints into service opportunities for exceeding customers’ expectations - The People vs Process customer service. Knowing which works best in challenging situations Understand the Psychological Needs of Customers - Identifying the different personality styles of challenging customers - Understanding the needs & wants of the different personality styles of challenging customers - The Win-Win Approach in handling these customers Applying the 8-step Process of Handling Challenging Customers and Winning them Back! - The power of the mind in handling challenging customers - Handling the customer's emotions in challenging situations - Understanding the needs & expectations of the challenging customer and the situation before solving through the "Power of Five" - Body Language - Verbal Language - Active Listening - Appropriate Questions - Paraphrasing - Respond to Customers' Explicit and Implicit Needs & Expectations - Customise solutions that fit - End on a positive note - Follow-up with action plans - Applying the 8-Step Process through skills practices of challenging customer scenarios: - the angry customer - the unreasonable customer - the confused customer - the verbally abusive customer - Video & review role plays applying the 8-step Process in their own challenging customer scenarios. For Whom Front-line executives, customer service executives, clerical staff, receptionists and any person who deals with customers in face-to-face situations or over the telephone and who liked to find strategies to deal with their challenging customers Course Date 5 & 6 Jan 2012 Time 9am to 5pm Venue Hotel Equatorial, KL Early Bird Closing 22/12/2011 Fee Per Participant RM 1,200 (Early Bird) RM 1,320 (Normal) Group Discount: Register 3 or more for the same course/run to enjoy 5% group discount. Fee is inclusive of training materials, lunches and tea-breaks.
Registration Website: http://www.eontraining.my Submitted by Effctive Outsource Networks, Effective Outsource Networks on Thursday, 5 January 2012 at 9:00 AM Category: Business |
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