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.
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.
14 Hours, 2 Days.
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“