Turning Difficult Situations into Excellent Service

While you might strive to provide your customers with excellent service, delicate situations and challenges might still occur. So then, how do you turn things around?

Course Code/ID: CRS-N-0050297

Every dedicated service provider and professional strives for service excellence. Many look forward to the positive interactions with their customers and are sincere in providing only the best service.

However, the challenge surfaces when service professionals encounter difficult customers and situations that hinder them from smoothly delivering a service. Dealing with such situations can be stressful, demotivating and costly to any businesses. It has thus become increasingly important to equip these employees with the right knowledge and tools to handle such situations better.

Come and discover what it takes to deliver service excellence. You will be taught various methods and essential tools that will help you to engage your customers with a friendly and empathic approach that your customers will appreciate.

At the end of this workshop, you will be able to:

  • understand strengths and limitations of different personalities
  • identify expectations and needs of different customers
  • be aware of what it takes to build relationships
  • use the LEAST strategies to handle objections and difficult customers
  • learn how to self-care to manage stress and emotions

Outline

  • Identify and understand different personalities
    – Understanding personalities through DIOS
  • Knowing customer expectations and needs
    – Needs vs wants
    – When the going gets tough
  • Building interpersonal relationships
    – Building rapport
    – Effective communication
  • Difference between customer objections and difficult customers
    – Identifying customer objections
    – What makes the customer difficult?
  • Handling objections and difficult customers
    – Applying the LEAST technique
  • Impact of positive customer service experience
    – Benefits of positive customer service experience to you and the organisation
  • Essentials of self-care
    – Managing your emotions

Who should attend?

All levels of employees who have direct interaction with customers or are managing a team of customer service professionals.

Methodology

This programme is delivered through a combination of formal theoretical instructions, interactive exercises with references to real case scenarios, individual and group activities, and role plays.

Trainer

Ms Norzlin Salleh is a certified coach and training consultant specialising in providing learning and integrated solutions to individuals and organisations. She has more than 20 years of extensive experience as a training & development expert, working across Asia Pacific primarily with international organisations, which includes Harley Davidson Motor Company (APAC), Sephora Asia (LVMH), Levi Strauss Asia Pacific, The Body Shop Asia Pacific and Chanel.

The learning & development programmes, which she has curated and designed, cover key topics on Customer Service, Sales, Leadership and Management Development to meet business transformative needs and foster a high-learning culture. She is in fact a strong believer in the pursuit of consistent and exceptional customer service experiences that drive strong sustainability and profitability. Armed with her warm and energetic personality, she is a strong communicator who can engage and inspire individuals and teams to create a unique roadmap for their journey on positive transformation. Her strong interpersonal and communications skills allow her to connect and build rapport easily with the people that she works with.

She graduated from Nanyang Technological University (National Institute of Education) with a Diploma in Education and is a Certified Coach as well as an accredited facilitator for Emotional Intelligence and MBTI Step I and II. She is also a Certified Wellness Facilitator.

Essential Information