Handling Difficult & Demanding Customers

Frontline employees are the core of any business, from a customer service standpoint. They represent the products, services, and brand to the customers and ultimately influence customers’ satisfaction. However, there are difficult customers namely angry, demanding, ill mannered, aggressive customers with unreasonable behaviour which could result in the customer service staff feel being frustrated. If we are unable to deal with such customers, the problem may blow up to an enormous complaint, a heated fight or go viral on social media for the wrong publicity.

It’s never easy to handle difficult people because it affects us emotionally. We definitely don’t want to risk such scenes in our business affecting our branding, reputation or sales. Being trained in dealing with difficult customers is crucial. If you’re caught off guard in handling difficult and demanding customers, you will not be able to remain calm to solve the problem.

In this program, you will learn what to say and how to say, so that you could save the situation from getting bad to worse. After being trained, you should be able to turn the situation around and end up with a stronger relationship with your client than ever before. This content-rich program contains interactive exercises, scenarios, case studies, principles and guidelines in order to offer a systematic method for mastering customer services and handling difficult customers.

By the end of this program, participants should be able to:

• Enhance their customer service skills
• Interpret their customer needs and expectations
• Use more effective ways to handle angry, difficult or demanding customers
• Manage anger and negative emotions more confidently
• Staying calm and compose during difficult situations
• Apply Mediation Approach to Solve Conflicts
•  Manage difficult customers effectively and turning them into your loyal customers
• Realise the Quality of Service is the key for Repeat Customers
• Achieve Customer Satisfaction that surpasses Customers’ Expectations
• Receive praiseworthy feedback on BRAND and Service Excellence