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 Product Details
 Sales & Marketing & Customer Care workshops   Handling Complaints & Demanding Customers
 
 

  2-Day Course

Handling Complaints & Difficult Customers Effectively

28 & 29 May 09 

9.00 am to 5.00 pm 

Hotel Singgahsana Petaling Jaya 

 

Who Should Attend:  

All staff who have contact will their customer either face-to-face and/or via the telephone will benefit from attending this course.  

 

Course Objectives:  

Participants will learn how to effectively respond to all types of difficult customers through proactive service techniques. 

Learning to take control of difficult situations and still give the customer what they want participants will learn the value of developing win/win strategies and turning difficult customers into ambassadors for their organization.   

 

Course Outline: 

Everyone is a Customer 

  • Customers are everything in Business
  • The 4 Customers Type 
  • Face to Face Communication & Body Language 
  • Understanding Various Complaints (Face to Face, Telephone)   Analysis 1 : Why Do Your Customers /Clients Gets Upset?    

Understanding Service Recovery & Customer Relations 

  • What are Service Breakdown, Service Recovery and Customer Relations?
  • Telephone Techniques
  • Active Listening Skills
  • Analysis 2: Listening Quiz 
  • Case Study : Her Face is Not Agreeing

Service Recovery in Action 

  • Complaints are Golden Opportunities!
  • Why is it Important to Handle Your Customer Complaints well?
  • The Steps Involved During A Service Breakdown
  • The Golden Rules for Handling Complaints
  • Analysis 3 : My Customer is Upset and I an In Control 

Role-Play 

  • A Complainer
  • An Upset Customer

Managing Difficult Customers - Part 1 

  • Handling the Dissatisfied Customer
  • Reasons Behind Customer Complaints
  • Dealing with Difficult People
  • Don't Hang Up! Put Me Through !

Managing Difficult Customers - Part 2 

  • Handling Telephone Complaints
  • Strategies For Handling Telephone Complaints 
  • Master the Art of Difficult Converstations 
  • Role Play ~ Defusing Telephone Complaints

Managing Difficult Customers - Part 3 

  • Dealing With Anger
  • Ten Simple Rules For Handling Angry Customers
  • The Do-Good Approach (Defusing Tense Situation)
  • She Wants To Talk To My Boss, Only ! 

COURSE LEADER ~ MS. DALILAH TAMRIN

Dalilah Tamrin, is a corporate trainer with years of experience in the field of Customer Service & Sales & Marketing Management. She was formerly Head of Operation, Management, Customer Service & Marketing of a few companies   enforcing marketing and promotional strategies for the development of those companies. She had also contributed as a freelance writer together with Dr. Vikneswaran Nair for the hospitality column in the Business Today magazine.  Dalilah has written various training manuals, proposals and working papers as well as delivered business consultations and training presentations for both private and public sector companies. She has been widely sought and respected for her interactive approach through case study discussions, real scenario analysis, role-plays, creative activities and games which improve participants’ critical thinking and build communication skills. Dalilah holds an MBA from the University of Findlay, Ohio in the United States of America.       

Course Fee: (CLAIMABLE UNDER HRDF / SBL SCHEME) 

  • RM 950.00 per participant
  • RM 900.00 Per Participant for 2 or more participants
(Fees are inclusive of tea break, lunch, course materials and certificate of attendance)
 
 
 
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