Online Training:- Dealing with Difficult Customers & Building Win-Win Relationship by Tee Keng Chai, Casey
Date: 8 & 9 June 2021 (Tuesday & Wednesday)
Time: Total 14 Hours:- Session 1 (Tuesday): 9:00am to 12:30pm Session 2 (Tuesday): 2:00pm to 5:30pm) Session 3 (Wednesday): 9:00am to 12:30pm Session 4 (Wednesday): 2:00pm to 5:30pm
The Dealing with Difficult Customers training provides essential skills that frontline staff should understand and have the ability to utilise. Improving their competency in this respect will boost their confidence and enthusiasm for their work, increase their overall job satisfaction, and reflect a more positive image of the organisation.

Appreciate the importance of handling complaints and frustrated customers with care
Understand the causes of complaints and avoid causing unnecessary frustration
Understand and meet the expectations of an angry customer; turning a crisis into a service opportunity
Apply customer service skills for handling difficult customers to achieve a positive outcome
Establish a more positive attitude and feel more confident towards handling complaints and difficult customers

Program Content:
Module1 : The Impact of Poor Service Management
The benefits of handling complaints and difficult customers effectively
The impact to the organisation when complaints are not handled well

Module 2 : The Causes of Poor Service
Common causes of customer complaints and frustrations
Review quality customer service skills 

Module 3 : Developing A Positive Attitude In Managing Angry Customers
How positive behaviour impacts the situation and achieves a more desirable outcome
Establishing a positive attitude towards complaints and angry customers

Module 4 : The Strategies & Techniques To Deal With Challenging Customers
Steps and skills for handling complaints and difficult customers
The “dos” and “don’ts” in handling difficult situations

Module 5 : Maintaining & Restoring a Sustainable Customer Relationship
Following through to restore confidence
Ways to reduce stress when dealing with difficult customers

Interactive Training
Who Must Attend:
All Employees That Deal With Customers
Investment Fees:
RM1,590.00 (Including 6.00% Service Tax) per participant (Standard Fee)
RM1,272.00 (Including 6.00% Service Tax) per participant (Early Bird Fee, register by 04 June 2021)

Group incentive: Register 3 participants from the same organization, the 4th participant is FREE. (Buy 3 Get 1 Free)
There are 3 methods to register for this training:
  1. Kindly click here for online registration. Register Now.
  2. Kindly download this registration form, and fill up all the particulars. Please fax back to +6-03-6270-9993. Click here to download Registration Form (177KB).
  3. Call us to register. Tel: +6-03-6270-9883.
This Training Programme is SBL Khas Claimable *Subject to PSMB conditions.

Pembangunan Sumber Manusia Berhad (PSMB)We Are An Approved Training Provider Under SBL Khas With Pembangunan Sumber Manusia Berhad (PSMB/HRDF)