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Managing Challenging Customers & Complaints

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Online Training by  ATCEN
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Online / Training

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

Session 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
  • Activity: How can you apply for the ATCEN’s 4 Levels of Service within your organization?

Session 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
  • Activity: Mapping your customer experience journey cycle

Session 3: Understanding Difficult Customer Encounters

  • The 4 Customer Knowledge Levels
  • The 5 Types of Customer
  • What does the Customer Value?
  • Role-play activity on the 5 types of Difficult Customers

Session 4: Understanding Customer Personality - DiSC

  • Know Yourself and Your Customers Profile Through DiSC
  • The Ground Rules for Handling Difficult Customers
  • DiSC Self-Assessment / Self & Customer Profiling


Session 5: Competencies for Managing Difficult Customers

  • Effective Communication Requirements
  • Leveraging on Empowerment to Initiate the Service Recovery Process
  • 4 Building Rapport Techniques with Customers for a Memorable Customer Experience
  • Discussion & Sharing topics:
    • What forms your customer’s first impression on you?
    • How long does it take to form a first impression?

Session 6: Managing Difficult Customers

  • Understanding What Causes Conflict and the Stages of Conflict
  • Dealing with Difficult Customers – The ADR Approach
  • Vital Tips for Dealing with Angry and Emotional Customers
  • Activity: Applying the HEAT approach & ADR responses


Session 7: Rebuilding Self Confidence After A Confrontation

  • “Don’t Take it Personally” - Identifying Personal Fears and Taking Actions to Overcome Them
  • The Psychology of Handling Difficult Customers – Repelling Negative Thoughts
  • Developing the 5 Confidence Building Exercises
  • Activities:
    • Applying the Sling Shot Technique
    • Applying the Framing Technique

Speaker/s

Ken Ng
Ken serves as Principal Consultant and leads the training team for The ATCEN Group - a leading regional service provider of people and organizational development consulting, human performance, education and events organising. He is a Certified Professional Speaker, Certified Support Manager from Service Support Professional Association of America, a Certified Master Trainer from Western Kentucky University, USA and holds a BSc. in Marketing and Organizational Communication. Ken has been in the forefront of the Asian leadership and people development industry since the late-80’s and is many a time better known as the “Sifu” to his peers, colleagues,
partners and customers.
Ken’s professional experience have led him to numerous positions in consulting and people development engagements at Multinational Companies, Large Local Conglomerates and Government Link Companies regionally; he works extensively with Middle and Senior Management both in Asia Pacific and the United States. It is with this exposure, he has developed and applied his skills as a visionary public speaker, sincere trainer and strategist to the benefit of his companies, clients, and community.
An entrepreneur and founder of service oriented organizations in Malaysia he has held key positions in many organizations such as CEO of Training Touch, CEO of Leadership Asia, Senior Consultant with the largest Business Process Outsourcing organization in Asia, Head of Technical Support for the Nokia Care Line responsible for supporting of the South East Asia and Asia Pacific region, consultant for Microsoft Malaysia’s MSN website to Marketing Strategist for the Kirby Company, USA and many more.
With more than 25 years of both platform speaking and training experience, Ken is a much sought after speaker and has been highly involved in providing strategic directions for the Asian customer contact management industry through summits, congresses, conferences and knowledge sharing tradeshows. His experience in delivering engaging and captivating talks and speeches has inspired thousands.
A large amount of his time currently involves coaching individuals of senior level management to polish and develop their individual speech and speaking styles to persuade, influence and inspire audiences in business situations. He is constantly engaged to develop ‘C’ level executives and senior management teams on enhancing confidence and control in their public speaking delivery.

Special Offer

Early Bird Discount RM3,300 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. ...
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