Managing Difficult Customers Effectively Bukit Merah, Central

Course details

No one likes dealing with difficult customers - except clever companies. The reason is because difficult customers usually have a hard time getting what they want from all of the vendors they deal with. If you can master the skills from this seminar, you can convert your difficult customers one at a time into an extremely loyal customer base that returns to you every time.

PROGRAMME OBJECTIVES

1. Identify the causes that make people difficult
2. Manage difficult customers more professionally
3. Identify personality types and apply time tested strategies in handling them
4. Manage their negative feelings when dealing with difficult customers

PROGRAMME OUTLINE

1. What are some characteristics of Difficult People?
2. What are the underlying causes that make people difficult?
3. Are you ABLE?
4. What does customer service mean to me?
5. Repercussions of dis-satisfied customers
6. What are the benefits of good service to you and to your organisation
7. Customer service or customer satisfaction
8. Your Personality Profile
9. How your personality affects customer satisfaction?
10. What are your strengths and weaknesses?
11. How to provide good customer care to the different personalities?
12. Managing relationships
13. Recognizing your feelings: Faces
14. Your Emotional Loop
15. How to manage your feelings?
16. Steps to Handling Complaints
17. What complaints do your receive?
18. Participants to apply strategies and tactics
19. Role Play Practice
20. Feedback and Critique