SSC1 : HANDLING CUSTOMER COMPLAINTS AND DIFFICULT CUSTOMERS

Soft Skill Programme

Program Overview

Customer is King! Many organisations in the service industry believe customers are very important in their business. Does everyone in the business team realise this? How can we bring the service level from good to great? What is the best way to handle difficult customers and maintain long-term relationship with your customers? What is the best way to communicate the importance of excellent service to all staff in your organisation? This 2-days training equipts participants with the knowledge and skills to maintain excellent customer service in the organisation, as well as ways to handle complaints satisfactorily.

  • None
  • Organisation who want to deliver exceptional customer service every time and have employees who embrace the excellent service mindset.
  • Discover causes of difficult customers.
  • Explain the benefits of great customer service.
  • Recognise the barriers in delivering exceptional service.
  • Manage own emotions when dealing with difficult customers or complaints.
  • Learn techniques of dealing with difficult customer.
  • Recognise and adapt to customer’s style preference.

    Participant will be able to:

  • Have an in-depth understanding of various types of customers.
  • Use various customer service strategies to develop winning solutions for dealing with difficult customers.
  • Deliver a service experience that leaves a positive, lasting impression on the customer’s mind.
  • Develop a personal action plan to improve customer-service skills.
  • Adapt and explain to different communication styles with unreasonable customer.
  • Develop practical and usable personal action plant to improve their job performance.
  • Training material : English language
  • Lecture : Malay and/or English language
  • Activities
  • Q&A
  • The Beginning of Excellent Service
  • Know Your Customer
  • Know Your Product
  • The Service Encounter
  • The Service Edge
  • Customer For life
  • Excellent Service Action Plan

In-House Training

Request