Learn From The Best

Mr. Vigneswaran Applasamy has been involved in lecturing, research, management, sales and training for more than 14 years in the field of Electrical Engineering, Manufacturing sector, Higher Education, Sales and Marketing. He is a Certified HRDF Trainer. In addition, he has been accredited by Harisson Assessment in Employee Development, completed Emotional Energy Management Trainer Course and attended Gamification and Behavioural Designworkshop by Yu-kai Chou.


Key areas of expertise include Performance Management, Emotional Intelligence, Sales and Customer Service, Personal Productivity and Employee Development incorporating Octalysis Framework.


He has used his industrial and training expertise to develop soft skills programmes with a 20/80 approach; 20% lecture, 80% practical accompanied by a training manual individually customized for each programme. Research shows that the best way to learn is by example. All sessions contain specific examples that show exactly how recommended guidelines can be implemented in practice.

Handling Difficult Customers and Customer Complaints

11 - 12 June 2020 (10:00am - 12:00pm)

Introduction

A Customer Service Representative (CSR) is exactly what the name suggests; a CSR is representative of the organisation the customer is dealing with. Hence, any impression the customer gets from the CSR is applied to the whole company. The CSR is seen as the face of the company and if the customer has any issues, it is this front line that he or she needs to interact with.


As a result, customer services are of paramount interest to organisations and even individuals and it is a skill that everyone in this business must master. Knowing how to deal with customers in difficult situations, how to response to their requests or concerns or simply providing a positive and memorable experience for your clients helps you and your company to rise above the competition. Customer service is a skill which can be learned and mastered through practice and persistence.


During this workshop we introduce delegates to the core principles of customer services. By employing these values and adopting the correct attitude, delegates will be able to handle the vast majority of customer interactions with ease no matter how unusual or complicated they are.

Program Outlines

Module 1: CUSTOMER SERVICE SCENARIOS

Objective: Professionally respond to a customer’s demands & requests while maintaining rapport

  • Handling Angry Customer

  • PRACTICE: Angry Customer

  • You Don’t Have the Information

  • PRACTICE: Don’t Have the Information

  • I Want to Speak to Your Manager

  • PRACTICE: Speak to Your Manager

  • Can’t Find the Information

  • PRACTICE: Can’t Find the Information


Module 2: HANDLING COMPLAINTS

Objective: Defuse uncomfortable interactions with customers and professionally respond to any problems as they arise

  • Principles of Dealing with Unhappy Customers

  • Unable to Fulfil

  • PRACTICE: Saying NO

  • Challenges

  • PRACTICE: Challenges

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Who Should Attend

  • Customer Service Representatives

  • Sales Representatives

  • Front Office Staff

  • Technical and Support Personnel

  • Field Service Representatives

  • Account Managers

  • Credit and Billing Specialists

  • Small Business Owners

  • Managers who want Customer Service Training

Methology

This course is will be conducted online and interactive discussion to maximize learning.

After Attending, You Will Return To Your Job

  • Professionally respond to a customer’s demands & requests while maintaining rapport.

  • Defuse uncomfortable interactions with customers and professionally respond to any problems as they arise.

Course Fees

Nett - RM 185.50

(Incl 6% Service Tax)

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