DEALING WITH DIFFICULT, DEMANDING AND UNHAPPY CUSTOMERS ( 2 DAYS)
By Ms. Carol Chiam - 20 & 21 June 2018, 9:00 am to 5:00 pm
Kuala Lumpur
(100% Claimable From HRDF/PSMB)
OVERVIEW:

There is only one boss for every business organisation!The boss is your customer!

If you do not care for your customers, others will.Dealing with difficult and unhappy customers can be challenging but with the right strategies, one can even improve relationship with them after attending to their needs.

A satisfied customer is the best salesperson. Not only a satisfied customer can bring in lots of existing business but through his/her recommendation, there may be good repeat business,too.

Make difficult and unhappy customers become happy and satisfied customers. Keep irrated customers coming back eventhough something went wrong initially.

Apply self management strategies to control emotions and stay calm when dealing with difficult and unhappy customers. Communicate effectively with the customers when solving their problems. Shift them from dissatisfaction to agreement. Ask, if not clear and do not take things for granted.

Dealing with difficult and unhappy customers intelligently is the key to business success.

This course is designed to develop the skills and strategies to respond to difficult and unhappy customers. Participants will learn to deal with difficult situations more assertively, confidently and appropriately.

COURSE OBJECTIVES:
  • To deal with difficult and unhappy customers effectively
  • To implement smart strategies to minimise complaints
  • To meet customers' expectations without disappointing them
  • To uphold the usual good corporate reputation of excellent service
  • To achieve company's goals without setbacks and hindrance by customers
  • To get more repeat business besides new business
KEY BENEFITS IN ATTENDING:
  • Raise ability to deal with difficult and unhappy customers intelligently
  • Able to adopt the various smart strategies to solve complaints
  • Interact with different types of customers confidently
  • Know how to improve relationship with customers for mutual benefits
  • Improve quality of customer service for better business growth and continuity
  • Achieve company's goals faster with less complaints and obstacles
  • Enhance more repeat business with customer satisfaction
  • Learn how to control emotions and anger when dealing with irrated customers
FOR WHOM:

Senior Clerks, Executives and Managers who have to deal with difficult and unhappy customers .

A good course for frontliners with responsibilities in complaints handling.

This course is very suitable for staff who have problems in handling different types of customers.

METHODOLOGY
  • Interactive Lectures With Role Plays, Individual & Team Activities
  • Power Point Presentation with boards and flip charts
  • Full participation is compulsory to make the training more lively and interesting
DURATION

14 Hours, 2 Days.

COURSE OUTLINES :-
  1. MEETING CUSTOMER'S EXPECTATION WITH THE " WH" STRATEGIES
    • What is customer's expectation?
    • How to comply?
    • What is our company's expectation?
    • When to meet customer's expectation?
    • Customer's interest versus Company's interest
  2. LISTENING TO CUSTOMER- AN IMPORTANT TOOL
    • Attentive Listening To Customer's Problems
    • Intelligent Asking
    • No Assumption:Ask, If Not Clear
    • Fast Problem Solving As Main Focus
    • Show That You Care
  3. TREATING DIFFICULT AND UNHAPPY CUSTOMERS AS SOURCE OF LEARNING
    • Change Of Mindset : Value above Profit
    • Feedbacks As Continuous Improvement
    • Treat Difficult and Unhappy Customers As Source Of Learning
    • If We Do Not Care About Our Customers, Others will.
    • Unhappy Customers Are Threats To Business
  4. IMPLEMENTING THE " ACT FAST " STRATEGIES TO DELIGHT DIFFICULT AND UNHAPPY CUSTOMERS
    • "Act Fast " Strategies For Problem Solving
    • Executing the "TAG" Formula
    • A.S.A.P. Versus Immediate Attention In Handling Customer's Problem
    • Strict Monitoring on Performance : On Time Delivery
  5. NOT FORGETTING THE GOLDEN RULE
    • Customer is always right
    • If Customer is not right, go back to Rule 1
    • Handle complaints with the Golden Rule in mind
  6. SELF MANAGEMENT STRATEGIES
    • Control Emotions
    • Remain Calm
    • Avoid Conflicts & Disputes With More Patience
    • The Right Positive Attitude In Handling Complaints
  7. RESOLVING ISSUES WHILE PRESERVING CUSTOMER RELATIONSHIP AND PROFESSIONAL CREDIBILITY
    • "Cracking The Egg" Theory : The 4 Main Steps
    • Find out the exact cause before you solve the problem
    • Provide multiple solutions
  8. EFFECTIVELY MANAGE DIFFICULT AND UNHAPPY CUSTOMERS
    • Dealing with upset customers with right strategies
    • Learn to say, 'No" to unreasonable customers tactfully
    • Pacifying angry customers with the right words and tone
    • Developing a mental shield to overcome adverse situations
    • Diffuse conflicts and resolve problems to retain customers
  9. TURN DISSATISFIED CUSTOMERS INTO LOYAL ALLIES
    • Communicate Effectively : Verbal and Non Verbal
    • More use of affirmatives in your conversation with customers
    • Rephrase words for better relationship in difficult situations
    • Delight customers with more winning words: Sorry, Please, Certainly, Thank You
    • Say it confidently to show that you care
    • Offer more words of appreciation
    • Learn when to say " Yes" and " No".
    • Meet their needs
  10. SETTING HIGH STANDARDS FOR CUSTOMER SERVICE EXCELLENCE
    • Corporate Reputation In Excellent Service As Prime Importance
    • Strong Key Performance Indicators To Monitor Performance
    • Customer Service Excellence Culture From Top To Bottom
    • Encourage More Customers Feedbacks For Continuous Improvement
Your Trainer

Ms. Carol Chiam a.k.a. O.K.Chiam is a professional trainer, mentor, motivator, public speaker, customer service & sales expert and an author of several quality books. (Customer Service Excellence, Sell Like A Superstar, The Complete Salesmaster, Winning Public Speaking & Presentation Skills, Business English Communication, Guide To Telemarketing, Stress Management, Back To Basics For Good English Grammar).

She has with her more than 28 years of vast working experience in more than 8 industries.. She had worked in many leading public listed and multinational companies . During her exposure, she has acquired no less than 18 years experience in training and development of employees and agents .She had worked in many industries including Banking, Insurance, Investment, Advertising, Hospitality, Construction , Education , etc.

Her wide exposure in Sales Management, Customer Focus Management, People Management & Business English Communication not only made her a successful sales achiever but also an excellent trainer, mentor ,motivator and public speaker in these fields. Her vast experience in many fields and her professional qualifications have given her an extra edge in writing several comprehensive books to share her knowledge. Her books include 8 personal development books and 2 real life story books. Furthermore, she is also a much sought after and successful English Language and soft skills trainer for big conglomerates , GLCs, big pubic listed companies , manufacturing companies, ministries, government departments, universities,etc.

She is a reputable and seasoned professional trainer for public and in house programmes on People Skills, Management, Leadership, Marketing & Sales, Customer Service, Communication Skills, Public Speaking & Presentation Skills, Business English Communication , English Conversation & Business Writing ,Time Management ,Debt Collection Skills, Soft Skills and Personal Development For Executives and Managers. Her participants included those from large Multinational Companies, leading Conglomerates, Financial & Service sectors, Oil & Gas, FMCG, Manufacturing , Construction, Ministries , Bank Negara, GLCs, SMIs, SMEs, Universities, etc. She is also an approved PSMB trainer ( TTT Exempted). She travels widely and offers training locally and abroad.

She is well accepted especially in English programmes and Soft Skills due to her ability to communicate in 3 languages, namely: Malay, English and Mandarin.

A strong believer in reinventing and continuous improvement, she places attitude as the most important criteria for any success. She strongly endorses the “ keep learning” habit for personal development.

“Knowledge is no power but Application is“

Course Fee
(Course fee is inclusive of 2 tea breaks, lunch, course material,Certificate of Attendance)
Early Bird for training in KL : ( Book Before 6 June 2018 )
1 person or more ~ RM 1345 / person
Standard
1 person ~ RM 1445 / person
2 persons or more ~ RM 1345 / person
(Course fee is inclusive of 2 tea breaks, lunch, course material, Certificate of Attendance)
Terms & Conditions:
1. Registration & Fees Policy
Registration is confirmed once registration form is received via fax/email/mail. All Payments/Undertaking Letters/Local Order (LO)/Letter of Approval must be made available and presented prior to the course.
2. Cancellation Policy
Any cancellation must be received in writing within 7 working days prior to the event else full payment will be imposed. Any no-show by registered delegates will be liable for full payment of the program fees.
3. Disclaimer & Program Changes Policy
Scientia Training Sdn Bhd reserves the right to amend or cancel the event due to circumstances beyond its control. We reserved the right to modify the advertised topics or course timing whenever necessary.
Registration:
1. Fax 03-6207 6727
       OR
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