Managing Difficult Customers Professionally

Past Programmes

23
May 2019

8:30 am - 5:00 pm

Securities Commission Malaysia

10 CPE

MYR 950 *Fee is not inclusive of 6% SST

Managing Difficult Customers Professionally

 

“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 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)

Target Audience

Individual 

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

Institutions 

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

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
10.15 am Coffee Break
10.30 am 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

Recommended for you

Training
Capital Market Director Program
03
Mar 2020
Training
Capital Market Director Program
Training
Innovation
05
Feb 2020
Claimable
10 CPE
Blockchain Applications in Capital Markets
5 February 2020

5 February 2020

8:30 am - 5:00 pm

Securities Commission Malaysia

Training
Innovation
Claimable
10 CPE
05
Feb 2020
Blockchain Applications in Capital Markets

5 February 2020

8:30 am - 5:00 pm

Securities Commission Malaysia

MYR 950

FacebookWhatsAppLinkedInEmail
Training
Behavioural
12
Feb 2020
Claimable
10 CPE
Developing a Positive Mindset: The Key to Work Life Balance
12 February 2020

12 February 2020

8:30 am - 5:00 pm

Securities Commission Malaysia

Training
Behavioural
Claimable
10 CPE
12
Feb 2020
Developing a Positive Mindset: The Key to Work Life Balance

12 February 2020

8:30 am - 5:00 pm

Securities Commission Malaysia

MYR 950

FacebookWhatsAppLinkedInEmail
SIDC – Delivering Professional Excellence