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.
“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 techniques to manage challenging customers' needs and ultimately achieve a win-win situation.

Detail

Date:	31 May 2012 - 01 Jun 2012
Duration:	2, day(s) 9:00AM - 5:00PM
Fee:	$390.00
Venue:	Stamford Road, near Dhoby Ghaut MRT

Fees are subjected to prevailing GST of 7%

For more information, please contact JobsDB Learning at 65788111 or email to learning@jobsdb.com.sg

Payment must be made before the commencement of the workshop. No cancellation is allowed 7 days prior to workshop.

Participants will receive a Certificate of Attendance upon course completion.

SDF Funding Approved!
Please contact JobsDB Learning for more detail.

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

Facilitators

Ms Grace Lee

Grace is a dynamic and enthusiastic trainer who has been in the training and development field for more than 22 years. She has a passion for the training and development of people and is a firm believer in life-long learning. She graduated from the University of Melbourne, Australia with the Bachelor of Education and Training (HRD). She holds a Diploma in Training and Development Management, Singapore Institute of Management.

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.

Testimonials

"The 8 steps process of handling challenging customers and winning them back is relevant and practical to our daily encounter with people." - Mr Rajendran s/o Ramiah, Deputy Superintendent, Immigration and Checkpoints Authority of Singapore "I now know what to do and what not to do and have confidence in handling challenging customers." - Mr Teo Peck Hoon, Exams Operation Officer, Seameo Regional Language Centre, Examinations Bureau "The trainer is cheerful, knowledgeable and friendly." - Nor Idzafarhane Binte Bagio, Inspector, Immigration and Checkpoints Authority of Singapore

Objectives

At the end of this 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

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Managing Challenging Customers Professionally