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Course: DCS

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.

 

For Whom

All Professionals, Managers and Executives (PMEs), Sales & marketing staff, frontline officers across industries.

 Objectives

  • To develop practical skills and insights 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

 

Pay $800 only for both Coping with Difficult Customer Situations and Handling Customer Complaints workshops.  Additional 10% discount for 2 registrations and above

 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"

 

When

25/03/10(Thu); 9 am - 5 pm

24/06/10 (Thu); 9 am - 5 pm

23/09/10 (Thu); 9 am - 5 pm

15/12/10 (Thu); 9 am - 5 pm

 

Fee

$450+GST pp; 10% discount for 2 or more registrations.  Click for offer

(Inclusive of training manuals, lunch & refreshments)

10% discount off registration fee for 2 or more participants from same company  

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

 

6M MANAGEMENT

 CONSULTANTS PTE LTD

44 Horne Road

Singapore 209607

Tel: (065) 62920285
Fax: (065) 63489433

For in-house programme/customisation and other enquiries, contact us at consultancy@6m.com.sg