How to handle difficult customers

Overview

Quality customer service is a key element to building lasting business relationships.  How management and staff members deal with problem customers will have a direct affect on the way future prospects perceive your business ethics.  This program provides the tactics and example of real case scenario in managing difficult customers and properly will train your staff how to react.

Objective

The overall objective of the training is to ensure customers experience the best possible service which will be leading to increase repeat visits, positive words of mouth and recommendations. It also to equip staff with the necessary customer service toolset in order to provide positive day-to-day service experience to the customer.  

This program shall enable participants to achieve the following objectives:

  • Develop their people skills, manage emotions and events in a positive, proactive manner ;
  • Discovered their personality styles and be able to predict more accurately the behavior of customers, especially difficult ones using the extended customer service profile ;
  • Learn the immediate skills on how to turn around tough people and situations with tact and skill ; and
  • Bring out the best in all kinds of people and discourage behavior which impedes performance.
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Overview

Quality customer service is a key element to building lasting business relationships.  How management and staff members deal with problem customers will have a direct affect on the way future prospects perceive your business ethics.  This program provides the tactics and example of real case scenario in managing difficult customers and properly will train your staff how to react.

Objective

The overall objective of the training is to ensure customers experience the best possible service which will be leading to increase repeat visits, positive words of mouth and recommendations. It also to equip staff with the necessary customer service toolset in order to provide positive day-to-day service experience to the customer.  

This program shall enable participants to achieve the following objectives:

  • Develop their people skills, manage emotions and events in a positive, proactive manner ;
  • Discovered their personality styles and be able to predict more accurately the behavior of customers, especially difficult ones using the extended customer service profile ;
  • Learn the immediate skills on how to turn around tough people and situations with tact and skill ; and
  • Bring out the best in all kinds of people and discourage behavior which impedes performance.