Provided by: Effective Outsource Networks

Managing Challenging Customers Professionally 31 May - 1 June 2012

Business and Management Skills

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 communication 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.
This two-day course is designed to provide customer service personnel with skills and techniques to manage challenging customers' needs and ultimately achieve a win-win situation.
Benefits
After the two-day workshop, participants will be able to:
-understand why customers are challenging and the 10 demandments of challenging customers
-recognise the importance of your role in managing challenging customers
-identify the different personality styles and apply strategies to manage individual challenging customers
-develop a systematic and practical process to lessen your stress levels while dealing with challenging customers
-create a win-win situation for both customers and service giver
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 and wants of the different personality styles of challenging 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 and 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 and 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 and review plays applying the 8-step process in their own challenging customer scenarios
Methodology
Participants are guided through practical steps of the topic with a combination of lectures, role plays, case studies and group discussions.
Who Should Attend
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 Details
Course Date 31 May & 1 Jun 2012
Time 9am to 5pm
Venue Stamford Road, near Dhoby Ghaut MRT
Early Bird Closing 9/ 5/2012
Fee Per Participant
S$374. 50 (Early Bird)
S$417. 30 (Normal)
S$342. 40 (Member)
Fee is inclusive of 7% GST, training materials and tea breaks.
SDF-Approved Yes
Trainer
Ms Grace Lee
Testimonials
"Now I know the appropriate methods of handling and tackling customer tactfully, and to always remain cool when handling them."
- Ms Aw Yong Lai Fong, Executive (Procurement), ST Logistics Pte Ltd
"I now have a broader picture of the different techniques of handling different groups of customers. The concepts and skills will allow me to approach different customers in a calm manner, be it over the phone or face-to-face."
- Ms Mandy Seng Rui Min, Executive - Worker's Upgrading and Employment, Chinese Development Assistance Council
"Grace is vivacious, entertaining and knowledgeable."
- Ms Marlene Hong Chen Yin, Senior Officer, Denso International Asia Pte Ltd
Participants will receive a Certificate of Attendance upon course completion.
This is primarily ilt training
Duration:2 days
Training Presented in:English
Training Provided by Effective Outsource Networks
About The Training Provider: Effective Outsource Networks
Effective Outsource Networks - Established in 1996, Effective Outsource Networks (EON) specialises in providing human capital consulting and training services to organisations in Singapore. It has helped organisations improve on day-to-day human resource operations through three main areas of support, namely, information service, consulting, and training. In January 2013, EON was incorporated as EON Consulting & Training...
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