Turning Challenges into Opportunities:
Dealing with Difficult Customers
Overview
This two-day training program is designed for front-line customer service staff to enhance their skills and deliver exceptional service. It includes seven modules on personal energy, proactive management, listening, acknowledgment, customer profiling, emotional management, and negotiation. Participants will engage in interactive activities and practical exercises to build professionalism, sensitivity, and confidence in customer interactions.
Learning Outcomes
In this workshop, you will learn:
- Keep a happy and passionate attitude by figuring out what gives you energy and using techniques to boost your energy levels
- Control the flow of the conversation and employ statement-question techniques to enhance customer comprehension and provide proactive customer service
- Improve listening skills and recall customer information to gain a deeper understanding of their requirements and to increase customer satisfaction
- Develop effective techniques for acknowledging and concluding a conversation in order to leave a favourable impression on customers
- Identify customer characteristics using profiling techniques
- Adapt strategies to effectively engage various customer groups
- Develop the ability to manage strong emotions during difficult customer interactions and to negotiate solutions that benefit both parties
Workshop Outline
Day 1
- Energy and Passion for Customer Service
- Proactive Customer Management
- Listening Skills and Memory
- Acknowledgment and Closing Conversations
Day 2
- Customer Profile ID Part 1 & Part 2
- Dealing with Customers Showing Strong Emotions
- Negotiation
Target Audience
Recommended to Front-line customer service staff
Certification
Upon completion of the course, the participants will be awarded the Certificate of Participation by HMI Institute.
Trainer’s Profile
Jansen Chua
Jansen, with 30+ years in leadership, excels in people development and fostering positive work cultures. From his role as Chief Instructor in the Air Force to clients like British Petroleum and Microsoft, he specializes in mindset shifts and coaching.
Course Date & Registration
Course Date & Registration
To be confirmed
Course Duration
2 Days
Course Venue
HMI Institute
Course Fee
Details will be announced shortly
