Turning Challenges into Opportunities:
Dealing with Difficult Customers

Turning Challenges into Opportunities: Dealing with Difficult Customers 1

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

Turning Challenges into Opportunities: Dealing with Difficult Customers 2

Course Date & Registration

To be confirmed

Course Duration

2 Days 

Course Venue

HMI Institute

Course Fee

Details will be announced shortly

Enquiry

HMI Institute reserves the right to postpone or cancel the courses if minimum enrolment is not met.