Managing Difficult Customers Professionally

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:

1. Analyse information to establish trends in customer needs and expectation
2. Identify the reasons why customers are behaving the way they do
3. Recognise your role in managing challenging customers
4. Determine the different personality styles of challenging customers
5. Incorporate customer perspectives in handling challenging customers

Competencies

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