Managing Difficult Customers Professionally

Managing Difficult Customers Professionally

Dates: 23 May 2019 (8.30am - 5.00pm) 
Venue: Securities Commission Malaysia
Accreditation: SIDC 10 CPE Approved

“Thank your customer for complaining and meaning it. Most will never bother to complain. They'll just walk away” - Marilyn Suttle
Customers come from all walks of life and have different expectations on the services rendered to them. Some customers are difficult to handle while some customers are easily managed. Are there effective strategies to handle difficult customers? Can employees remain professional in difficult situations?

  • Programme Objective

    Programme Objective

    This programme is designed to develop the participants’ skills and behaviours essential in managing difficult customers. It will also explore how participants could provide effective solutions and avoid common pitfalls during customer engagements.

    Learning Outcomes
    Upon completion of this programme, participants will be able to:
    • Analyse information to establish trends in customer needs and expectation
    • Identify the reasons why customers are behaving the way they do
    • Recognise your role in managing challenging customers
    • Determine the different personality styles of challenging customers
    • Incorporate customer perspectives in handling challenging customers

    Target Audience

    Dealers’ representatives, representatives dealing in derivatives, fund managers, compliance officers, customer-facing personnel.

    Stockbroking firms, fund management companies, investment and commercial banks, public listed and private companies


    • Core – CC01 Customer Focus (Level 3)
    • Functional (Process Skills) - FUP15 Sales & Marketing (Level 3)

  • Programme Outline

    8.30 am Registration
    9.00 am Why Customers Behave the Way They Do
    • Common service breakdowns
    • What challenging customers demand
    • Social media – The new avenue for complaints
    10.30 am Coffee Break
    10.15am The Importance of Managing Customers
    • Your role in managing challenging customers
    • The costs of ignoring challenging customers
    • Turning complaints into service opportunities
    • People vs. process customer service – Which works best?
    1.00 pm Lunch Break
    2.00 pm The Psychological Needs of Customers
    • Personality styles of challenging customers
    • The needs and wants of different personality styles
    • The win-win approach in handling these customers
    3.30 pm Coffee Break
    3.45 pm Dealing with Challenging Customers and Winning Them Back
    • Handling the customer’s emotions
    • Situational factors
    • Customer’s explicit and implicit needs and expectations
    • Challenging customer scenarios: the angry customer, the unreasonable customer, the confused customer, the verbally abusive customer
    5.00 pm End of Programme
  • Programme Fees

    Normal Price
    RM 950