OVERVIEW
The Dealing with Difficult Customers programme 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.
At the end of the training, participants would be able to:
- 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
- Typically spans 2 days (9am to 5pm).
- Nonetheless, we can customize both the program’s duration and schedule to cater to unique client requirements (e.g., compact 1-day workshops or extended sessions beyond 3 days).
- Customer Service Representatives
- Sales Associates
- Call Center Agents
- Retail Staff
- Hospitality Staff
- Client Relationship Managers
- Help Desk Support
- Complaint Handling Teams
- Service Industry Professionals
- New Employees
PROGRAM OUTLINE
- The benefits of handling complaints and difficult customers effectively
- The impact to the organisation when complaints are not handled well
- Common causes of customer complaints and frustrations
- Review quality customer service skills
- How positive behaviour impacts the situation and achieves a more desirable outcome
- Establishing a positive attitude towards complaints and angry customers
- Steps and skills for handling complaints and difficult customers
- The “dos” and “don’ts” in handling difficult situations
- Following through to restore confidence
- Ways to reduce stress when dealing with difficult customers
- What is empathic skill
- How to use empathic skills
PROGRAM METHODOLOGY
- Hands-on Activities: Practical exercises to reinforce theoretical concepts.
- Group Discussions: Opportunities for peer-to-peer learning and exchange of ideas.
- Role Plays: Simulations of realistic situations to build practical skills.
- Feedback Sessions: Reviews and reflections to encourage improvement.
- Problem-solving Exercises: Develop critical thinking and decision-making skills.
- Experiential Learning: Learning by doing, promoting active involvement.
- Interactive Lectures: Engaging presentations by experts in the field.
- Case Studies: Real-world scenarios for learners to apply their knowledge.
- Quizzes & Tests: Regular assessments to track learning progress.
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