Handling Escalation & Managing Difficult Customers Positively Workshop by Tee Keng Chai, Casey
Date: 22 & 23 April 2019 (Monday & Tuesday)
Time: 9:00am to 5:00pm
Venue: Hotel Istana City Centre Kuala Lumpur
Introduction:
The purpose of this workshop is to impart the necessary customer service and interpersonal skills to the staff who need to use them to manage difficult situation positively. Emphasis will be given to train the participants on the methods and techniques to handle difficult conversation. They will also learn professional methods to deal with challenging situation with difficult customers in tough situation.
Objectives:
At the end of this workshop, participants will be able to :

a) Understand the importance of excellent customer service for front liner
b) Master the skills to putting difficult customers at ease
c) Build trust and relationship with  tough customers
d) Help to identify customers’ needs
e) Apply effective after sales service  skills
f) Solve challenging service issues and  problems
g) Managing stressful situation
h) Build long term relationship and customer loyalty
i) Learn to manage difficult ,fussy and demanding customers

Program Content:
Module 1: How To Build Rapport With Difficult Customers
• Results Of Customer Service Survey
• Create An Impactful First Impression
• Over Telephone
• Walk in customers
• Positioning Of Pleasant Personality
• Strategies to cool down customers 

Module 2: Master The Problem Solving Skills To Help Difficult Customers
• Identify Customer’s needs
• Questioning  Skills
• Summarising Skills
• Understanding Customers’ Emotional And Logical Needs

Module 3: Listening & Handling Difficult Customers
• How To Do Total Listening
• How To Break Preoccupation
• Drifting Eyes Mean Drifting Mind
• Listening Is The Highest Form Of Persuasion
                          
Module 4: Overcoming and Provide Solution To Complaints
• How To Help Customers
• Effective Listening Skills
• Satisfying Customers’ Needs Or Wants
• Solving Customers’ Problems
• Giving Customers Extra Value
• Making Customers Your Partner

Module 5: How To Present & Communicate Effectively With Tough Customers
• Understanding The Cause Of Communication Problems
• Egos, Emotions And Attitudes
• How to talk to people and make them listen
• How To Manage Stress


Methodology:
Interactive Workshop.
Who Must Attend:
All Executive Level Employees.
Investment Fees:
RM1,888.00 per participant (Standard Fee)
RM1,588.00 per participant (Early Bird Fee, register by 15 April 2019)

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 SBL Claimable *Subject to PSMB conditions.

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