Handling Difficult and Demanding Customers

This is a 2-day customer service skill improvement training that focuses on handling difficult and demanding customers. It includes understanding customer needs and expectations, handling customers on phone and complaints, psychology of customer complaint, solving customer’s problem and more. All employees that deal with customers are encouraged to attend this training.

To request for in-house training, click on the Request for In-house Traininglink as displayed above for quotation. For a complete course cotent and more information about this course, feel free to contact the training provider as shown above. If the public program is available, you can request for a registration online by clicking on the Register for Public Training link. If the link is disabled, it simply means it has yet to be available for public. You can contact the training provider for further inquiry.

After attending this one day program, participants will be able to learn:

• Improve their customer service skills
• Use some of the techniques to achieve excellence in customer service
• Work on improving their relationships with other employees
• Understand their customer needs and expectations
• Understand effective ways to handle customers complaints
• Improve their problems solving skills
• Understand their important roles they play in their respective organizations

1. CUSTOMER SERVICE PHILOSOPHY

• Defining customer service
• The two most important criteria in customer service
• The elements of good customer service
• Three great ways to satisfy customers
• Who does it involve
• The great poem of customer service

2. CUSTOMER SERVICE AS A CULTURE

• Defining culture in the service industry
• The vision of your organization
• Threshold values & Differentiator culture

3. ELEMENTS OF QUALITY CUSTOMER SERVICE

• Defining quality in customer service
• 2 vital attributes of quality customer service
• 5 attributes to great service

4. MANAGING YOURSELF AND SHAPING YOUR ATTITUDE

• What is attitude
• What shapes your attitude in service delivery
• 5 important things about human attitude
• 4 golden rules to keep our attitude in check

5. THE INTERNAL & EXTERNAL CUSTOMER

• Where do your customers come from
• Determining the internal & external customer
• The process that relates the internal & external customers

6. UNDERSTANDING CUSTOMER NEEDS & EXPECTATIONS

• Who are your customers
• The customer – supplier chain in your organization
• How do you rate your current customer – supplier relationship

7. ASSESSING THE CUSTOMER’S BEHAVIOR TRIGGERS

• What actually make customers behave the way they do
• 12 important needs that motivate customers
• 3 golden techniques to gauge these customer needs

8. HANDLING CUSTOMERS ON THE PHONE

• Positive versus negative elements
• Building goodwill and trust
• The 4 step formula of telling the simple truth

9. THE PSYCHOLOGY OF COMPLAINTS AND ANGER

• What research has proven on complaining customers
• The complaining and whining caller
• 5 types of typical complaints calls

10. HANDLING OF COMPLAINTS

• 6 steps to control a complaining caller
• Dealing with difficult situations
• 8 rules to avoid customer service errors
• How to stop the abusive caller

11. CALMING YOURSELF AND THE CUSTOMER

• 5 steps to calm yourself and the customer
• 5 forbidden points when attending to a complaint

12. PROBLEM SOLVING SKILLS

• Simple problems solving techniques
• Stimulating the mind to be creative in solving problems on the spot.

13. SELF ASSESSMENT ON CUSTOMER SERVICE

• How well do you know your organization
• How well do you know your role as a customer service provider