**POSTPONED**The Art Of Managing Difficult Customers

Behavioural

19
May 2020

8:30 am - 5:00 pm

Securities Commission Malaysia

MYR 950 *Fee is not inclusive of 6% SST

KINDLY TAKE NOTE THAT THIS EVENT HAS BEEN POSTPONED FOLLOWING THE RECENT OUTBREAK OF COVID-19. 

STAY TUNED FOR DETAILS OF NEW DATE AND VENUE.

“Your most unhappy customers are your greatest source of learning.” ― Bill Gates

Happy customers are the leading source of repeat business, improved business growth, increased employee motivation and satisfaction, and other benefits that naturally follow satisfied customers.

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 provide participants with the skills and behaviours in dealing with difficult customers. It will also explore how participants could create effective solutions and apply them to avoid common pitfalls in managing the clients or stakeholders.

Learning Outcomes

Upon completion of this programme, participants will be able to:

  1. Determine the different personality of challenging customers
  2. Identify the reasons why customers are behaving the way they do
  3. Recognise customers’ perspectives in dealing with difficult customers
  4. Analyse information to establish trends in customers’ needs and expectation
  5. Recognise your role in dealing with challenging customers
  6. Discuss the various ways to practise effective listening to gain a better understanding of customers’ expectations

Methodology

Interactive presentations, Question-and-Answer (Q&A) sessions and case study discussions

Competencies

Core – Customer Focus (Level 3)
Functional (Process Skills) – Sales & Marketing (Level 3)
Behavioural (People Management) – Communication (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 Understanding Customers Behaviour

  • 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

10.30 am Coffee Break
11.15 am Managing Customers Expectations

  • 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)

1.00 pm Lunch Break
2.00 pm The Psychological Factors Influencing Customers’ Needs

  • 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

3.30 pm Coffee Break
3.45 pm Dealing with Challenging Customers in the Digital Age and Winning Them Back

  • 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

5.00 pm End of Programme

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