Full program description

Handling Challenging Customers

What's In It For Me

  • Identify the types of customers and ways to handle them professionally
  • Able to cope and counter negative emotions
  • Able to use different service recovery to respond to the situation on spot

Course Overview

Professionals are encouraged to demonstrate professional communication skills when they interact with customers or clients.
They face unspoken expectations to manage negative emotions that come with challenging service situations thereafter.
This workshop covers the knowledge and application skills required for a service professional in.
  • Handling Service Challenge
  • Handling Challenging Customers Professional
  • Managing Self After Distressing Situation

Who Should Attend

Professionals from all sectors dealing with internal or external customers.

Course Duration

16 Hours / Full-time

Course Outline

  1. Handling Service Challenges

    Learners will discover possible triggers leading to service lapses and challenges. They will learn to remain C.A.L.M and professional in handling the situations. Service recovery methods are also introduced to the learners on responding to service challenges.

  2. Handling Challenging Customers

    Learners will identify the different emotions of difficult customers and practice showing ‘C.A.R.E.’ in scenarios and examples. They will learn to manage negative emotions professionally and deliver service competently in accordance with their organizational standards Professional

  3. Distress? De-stress

    Learners will explore techniques to isolate negative emotions and learn methods to cope with negativity after a challenging service situation.

Course Objectives

  • At the end of the programme, participants will be able to:
  • Recognise triggers in the service environment that may lead to potential service challenge
  • Use service recovery procedures to respond to service challenge
  • Identify the types of difficult customers and methods to handle them professional
  • Identify ways to cope with and counter negative emotions

Medium of Instruction & Trainer

English.

Trainer : Trainee Ratio is 1:24

Price

For corporate classes only, please contact us for more details on course fees at +65 6226 - LHUB (5482) or email ibe@nextu.com.sg.

Prices are inclusive of GST and subject to other LHUB miscellaneous fees

HCC