**POSTPONED**The Art Of Managing Difficult Customers

• 5 core behaviours of customers in the digital world
  • They seek instant resolution of issues
  • “Know it all” – They demonstrate their expertise
  • They look for opinion
  • They value online experiences
  • They are open to multiple brands
• Common service breakdowns
• What challenging customers demand

Intervention – Role Play Scenarios – Am I being unreasonable?! Dealing with difficult customers in the digital age

• 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?

Intervention – Case Studies Discussions – What a Customer Touchpoint Is (and Why You Should Pay Attention)

• New models for the digital age – Psychological, self-fulfilment and societal needs
• Personalities of challenging customers
• The needs and wants of different personality and styles
• The win-win approach in handling these customers

Intervention – Role Play – Scenario-based activities

• Handling the customer’s emotions
• Situational factors
• Be a problem solver
• Customers’ explicit and implicit needs and expectations
• Challenging customer scenarios – The angry customer, the unreasonable customer, the confused customer, the verbally abusive customer

Intervention – Question-and-Answer (Q&A) sessions