Online Training:- Handling Difficult Customers by Aslini Abdullah
Date: 2 November 2021 (Tuesday)
Time: 9:00am to 5:00pm
Venue: ON LINE TRAINING
Introduction:
Some customers are more difficult to deal with than others. Few customers are inherently rude or mean, although some may be. Usually when a customer is mad, rude, challenging or otherwise difficult to help, there is a reason.

The fact of the matter is that most customers are great. They are friendly, understanding, and tolerant. They are also knowledgeable, demanding, conscious of the value of their time, and hold high expectations for quality of product and service. You as service providers should never take these customers for granted.

Even when customers are wrong or difficult you must respect their perception and treat them with respect.

Objectives:
At the end of the training participants will be able to :

Identify the different types of customers in order to understand their stance
Make the necessary preparation before dealing with the respective customers
Utilizing the appropriate techniques in dealing with the different types of customers
Apply the communication techniques with the purpose of achieving a win-win situation
Handle conflicts with customers objectively towards achieving a common agreement
Deal with your own emotions without feeling stressed whenever an unfavorable outcome is reached   

Program Content:
Module 1: Classifying the different types of customers
The different types of customers
characteristics of your customers
Reflections of different personalities

Module 2: Preparation when dealing with difficult customers
Identifying reasons customers are difficult

Module 3: Enhancing communication skills
Giving and receiving feedback
Assertiveness
Listening attentively
Avoiding trigger words
“What to really say…”scripts for the most difficult situations

Module 4: Ways to confront abusive customers
Reasons for being abusive
Strategies in dealing with conflicts
Steps in dealing with conflicts
Calming an upset, hostile, or disruptive customer

Module 5: Taking that one extra service step
Filling the gap
Techniques in focusing
Involving the customers
Establishing service systems that work

Methodology:
Interactive Workshop
Who Must Attend:
All Customer Service Employees
Investment Fees:
RM954.00 (Including 6.00% Service Tax) per participant (Standard Fee)
RM700.00 (Including 6.00% Service Tax) per participant (Early Bird Fee, register by 29 October 2021)

Group incentive: Register 3 participants from the same organization, the 4th participant is FREE. (Buy 3 Get 1 Free)
Registration:
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.
Notes:
This Training Programme is HRD Corp Claimable Course *Subject to PSMB conditions.

Pembangunan Sumber Manusia Berhad (PSMB)We Are An Approved Training Provider Under HRD Corp Claimable Course With Pembangunan Sumber Manusia Berhad (PSMB/HRD Corp)