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Managing Difficult Customers Professionally

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


“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

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