CUSTOMER SERVICE SERIES

Managing Challenging Customers Professionally

“Complaints are gifts”, this is how a local Singapore bank views the feedback they receive from customers.

When complaints are viewed positively, service professionals will be more solution focused in their handling of the difficult customers they face every day.

This workshop will provide service professionals with the awareness of the causes of customer challenges, the ability to identify the different types of challenging customers and provide them with a structured process packed with skills and techniques to manage the demands of challenging customers.

Objectives

After the workshop, you will be able to:

  • understand why customers are challenging
  • be aware of the 10 demandments of challenging customers
  • recognise the importance of your role in managing challenging customers
  • highlight the power of social media as a possible channel for customers’ feedback
  • understand the strategic importance of handling challenging customers well
  • learn to identify the different personality styles of challenging customers
  • apply strategies to manage the different personality styles better
  • apply a systematic and practical process in handling challenging customers better
  • create a win-win situation for both customers and service professionals
  • apply your skills immediately in the various skills practices and videoed role plays during the workshop
Outline
Additional Details
Trainer
Grants
Testimonials

StatusStatus: -

Course Code/ID: CRS-N-0027979
(for SDF/SFC applications)

Time9:00 am to 5:00pm
(14 hrs excluding lunch breaks)

Early bird    S$588.50
Normal        S$652.70
Members    S$545.70
* Fees are inclusive of 7% GST.

Early birdEarly bird: 15 Nov 2017

DateAvailable dates

6 & 7 Dec 2017
8 & 9 Mar 2018

VenueLocation (subject to change)

School of Economics / School of Social Sciences, Singapore Management University (SMU), 90 Stamford Road

yes, approvedSDF-Approved

yes, approvedSkillsFuture Credit Claimable

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EON Consulting & Training Pte Ltd
was established in 1996 and specialises in providing human capital consulting and training services to organisations in Singapore.

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