MYR 1,500.00
Details
Managing customer relationships isn't always smooth sailing. With the competitiveness of the business environment, it is essential that challenging customers be managed well.
The Managing Challenging Customers and Complaints looks into outcomes where a customer is irate and has become challenging. This workshop explores situations service professionals face every day and how to manage irate customers
without affecting performance and salvage the customer relationship and in the process enriching it with powerful Service Recovery actions.
Workshop Learning Objectives
•Understand the importance of managing challenging customers and exceeding customer delight
•Develop key customer service communication skills
•Identify the different possible customer types and how to handle them
•Appreciate the different knowledge level of the customer
•Learn specific methods to handle challenging customers
•Pick oneself up after a blistering customer encounter
•Implement and deliver service recovery to continue to lengthen the life-cycle of the customer
Outline
Module 1: The Perception Of Service In The Experiential Economy
•The Evolution of Service Delivery Levels
•Identifying and Understanding Your Organization’s 4 Levels of Service Quality
•Understanding Service Expectations of Customers
Module 2: The Emergence Of Dissatisfaction In Customers
•Understanding the Customer Dissatisfaction Process
•What are the Causes of Poor Service?
•Recognizing the Triggers of Customer Dissatisfaction
Module 3: Understanding Challenging Customer Encounters
•The 4 Customer Knowledge Levels
•Know Yourself and Your Customers Profile Through DISC
•The Ground Rules for Handling Challenging Customers
Module 4: Managing Challenging Customers
•Understanding What Causes Conflict and the Stages of
•Conflict
•Dealing with Challenging Customers –
The ADR Approach
•Vital Tips for Dealing with Angry and Emotional Customers
Module 5: Competencies For Managing Challenging Customers
•Effective Communication Requirements
•Leveraging on Empowerment to Initiate the Service Recovery Process
•4 Building Rapport Techniques with Customers for a Memorable Customer Experience
Module 6: Rebuilding Self Confidence After A Confrontation
•“Don’t Take it Personally” -
Identifying Personal Fears and Taking Actions to Overcome Them
•The Psychology of Handling Challenging Customers -
Repelling Negative Thoughts
•Developing the 5 Confidence Building Exercises
Speaker/s
Ken Ng
Ken serves as Principal Consultant for The ATCEN Group – the People Development expert. He is a Certified Professional Speaker, Certified Support Manager from Service Support Professionals Association of America, Certified Trainer from Western Kentucky University, USA and holds a BSc in Marketing and Organizational Communication. Ken has been in the forefront of the Asian sales and customer interaction management industry since the mid-90’s and is better known as the “Sifu” to his peers, colleagues, partners and customers.
Ken serves as Principal Consultant for The ATCEN Group – the People Development expert. He is a Certified Professional Speaker, Certified Support Manager from Service Support Professionals Association of America, Certified Trainer from Western Kentucky University, USA and holds a BSc in Marketing and Organizational Communication. Ken has been in the forefront of the Asian sales and customer interaction management industry since the mid-90’s and is better known as the “Sifu” to his peers, colleagues, partners and customers.
With more than 25 years of both strategic and operational service, sales and customer interaction experience, Ken is an author of numerous articles distributed internationally and has conducted in-depth research and studies
on service, sales, marketing, contact centers and the customer experience in Asia Pacific.
Dynamic and energetic, he is a much sought after speaker and has been involved in providing strategic directions for the Asian service, sales, marketing and customer contact management industry through summits, congresses, conferences and knowledge sharing
tradeshows. He is nominated by the Customer Relationship Management & Contact Center Association of Malaysia (CRM & CCAM) as one of the notable judges in the highly recognized CRM & CCAM Annual Awards in the individual and operations categories since 2005.
His expertise has led to consulting and performance enhancement engagements regionally with Multi-national Companies, Large Local Conglomerates and Government Linked Companies, where he focuses on the mission critical aspects
of Contact Center service, sales, marketing and customer interaction Strategic Sales and Service Blueprint design, Turnkey Contact Center projects, Human Capital Recruitment & Development, Service, Sales & Marketing Framework, People Motivation & Teamwork,
Business Development, Key Account Servicing, Business Process Rejuvenation, Performance Management implementation and Contact Center Management.
Ken first became involved with Contact Centers and customer interaction in the mid-80’s while he was still in America. Since then, he has held a variety of leadership, management and operational roles in service, sales,
marketing and collections for major service and sales operations.
Ken is also a pioneer/owner of the first premier cyber cafe chain in Malaysia and has held key positions in many organizations such as Senior Consultant with the largest Business Process Outsourcing organization in Asia, Head of Technical Support for the Nokia
Care Line responsible for supporting the South East Asia and Asia Pacific region, Contact Center and Marketing Consultant for Microsoft Malaysia to Sales and Marketing Strategist for the Kirby Company, USA and many more.
Special Offer
Early Bird Discount – RM3,500 for 3 pax.
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ATCEN aspires to be Asia’s People and Capacity Development Partner. We believe all individuals can contribute to the betterment of self, the organization and the community. Having played an active role in developing high performance in the human capital of large, medium and small organizations in the Asia Pacific Region, we continue to strive to deliver measurable change in our services.
Established since 2003, we have garnered extensive experience in delivering business training, business events and capacity building engagements for professionals and businesses worldwide.
In our customers’ eyes, ATCEN represents Accountable, Partnering, Integrity and Customer Centric. The ATCEN Team delivers exceptional quality services by empowering our people to fulfil our purpose and mission to develop people and build sustainable capabilities in organizations.
ATCEN’s Affiliations and Partners:
- Pembangunan Sumber Manusia Berhad (PSMB/ HRDF): ATCEN is a Class “A” training provider for PSMB (HRDF) and a 5 Star Rated Training Provider.
- Ministry of Finance: Registered for training, course/seminar and education management.
- Western Kentucky University (WKU, USA): ATCEN is a WKU Asia partner, offering their certification programs for the Asian community. ...
