PROGRAMME OVERVIEW
Customers’ expectations are continually changing and can change at short notice. Given this reality, it is perceivable that Service Providers will encounter difficult customers and difficult situations. Therefore, effective handling of “difficult” people and situations is central to service excellence. This workshop, known as the Handling Difficult Customers Course Singapore, will enable participants to competently manage “difficult” customers and situations – and enhance customer satisfaction and organisational success.
TARGET AUDIENCE
Customer Service Team, Service Staff, Sales Staff
LEARNING OBJECTIVES
- State the need for handling difficult customers and situations in the context of the organisation
- Candidly articulate impressions of “difficult” people
- Explain the concept of difficult customers
- Articulate why difficult situations arise
- Explain why customers exhibit “difficult” behaviours
- Express the “Mental Model” for handling difficult customers and situations
- Describe the different types of difficult customers and situations
- Explain various strategies for handling different difficult situations
- Describe the core skills for handling difficult customers and situations
- Describe how to apply the 5-Step Technique for handling difficult customers and situations
- Formulate a Personal Action Plan to handle difficult customers and situations
DURATION
2 days
CONTENTS
I. Handling Difficult Customers and Situations – The Journey Begins
- Concept of “difficult” customers
- The need for handling “difficult” customers and situations in the context of the organisation’s vision, mission and goals
- Personal impressions of “difficult” customers
II. Revisiting the Concept of Difficult Customers and Situations
- The concept of “difficult” customers
- Reasons why “difficult” situations arise
- Separating “difficult” customers and “difficult” behaviours
III. Mindset for Handling Difficult Customers
- Mental Model for managing difficult customers and situations
- Different types of difficult customers and situations
- Different Strategies for different difficult customers or situations
IV. Skills for Handling Difficult Customers and Situations
- Power of empathy
- Diffusing negative emotions
- The magic of silence
- Active Listening – Using the 5 senses
- The power of positive body language
V. Techniques for Handling Difficult Customers
- Identifying different types of difficult customers and situations
- Applying the 5-Step Technique
