Turning Difficult Customers into Great Supportive Customers
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.
Course Objectives
By the end of this course, you 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 unfavourable outcome is reached
Methodology
- Role-plays
- Self-assessment exercises
- Case-studies
- Simulation games in relations to the topics discussed
Who Should Attend?
- Administrators
- Supervisors
Training Delivery
- Face to Face Training
or
- Remote Training via Zoom Platform
- Day One
- Day Two
Day One
MODULE 1: CLASSIFYING THE DIFFERENT TYPES OF CUSTOMERS
MODULE 2: PREPARATION WHEN DEALING WITH DIFFICULT CUSTOMERS
MODULE 3: TECHNIQUES IN DEALING WITH CHALLENGING CUSTOMERS
MODULE 4: ENHANCING COMMUNICATION SKILLS
Day Two
MODULE 1: WAYS TO CONFRONT ABUSIVE CUSTOMERS
MODULE 2: TAKING THAT ONE EXTRA SERVICE STEP
You May Also Be Interested In
Be Updated on the latest HR & Training Best Practices
0
Stay Updated to the Latest HR News & Training Trend
Subscribe to Our Newsletter
By providing your information above, you consent to receive marketing emails from PM Resources Sdn Bhd, which will include the latest news and updates related to our businesses. Our privacy policy contains information how we store and process your data.
