COPING WITH DIFFICULT CUSTOMER SITUATIONS

INTRODUCTION

Providing good customer service typically requires us to behave towards customers in a friendly, responsive and helpful manner. But paradoxically, such behaviour could place us at a severe disadvantage in coping with customers who are downright unreasonable, tax our patience to the extreme, or who aggressively vent their anger on us. Need this be so? Could we still be “nice” yet effective in coping with such difficult customer situations?

The answer is “Yes” – through learning specific practical coping skills offered in this programme.

OBJECTIVE

• To develop practical insights and skills in coping with difficult customer situations

COURSE OUTLINE

The Customer and Service Provider Relationship

• Mindsets and Behavioural Consequences 

• Professionalism in Service

• Skills and Competency Development

Responding to a Difficult Customer Situation

• Identifying the Customer Characteristics

• Conceptualising a Response Strategy

• Developing a Response Action Plan

Specific Applications

• The Angry Customer

• The Unreasonable Customer

• The Time-Wasting Customer

• The Snobbish Customer

FOR WHOM

Professionals, Managers and Executives (PMEs). 

DATE/FEE

26/3/09 (Thu); 9 am - 5 pm

30/7/09 (Thu); 9 am - 5 pm

29/10/09 (Thu); 9 am - 5 pm

$420+GST pp; 10% discount for 2 or more registrations

(inclusive of material, lunch and refreshments)

Please make cheque payable to 6M Management Consultants Pte Ltd and mail it to:

6M Management Consultants Pte Ltd

44 Horne Road Singapore 209067

Tel:  62920285   Fax: 63489433

FEEDBACK

"The programme was really useful and help me to understand more in handling difficult situations.  Learn the various skills and techniques in handling difficult situations.  Relevant content.  Lively and interesting role plays.  Effective delivery on key learning points"

PROMOTION

Pay $780 only for both Coping with Difficult Customer Situations and Handling Customer Complaints.  Additional 10% discount for 2 registrations and above