HANDLING DIFFICULT CUSTOMERS
Course Synopsis
Today the old adage of customer is KING still holds. More than anything else it’s the customers that determine between success and failures of the organizations.
With increasing competition in the marketplace, unless organizations have in place the culture, the values, the people and product, you are not going to go far. In today’s environment, the key is differentiation and only the fittest survive.
Today, organizations rendering service need to deliver the total customer experience. Customers never buy products but buy into service. In almost all transaction it’s almost always, people that make the difference. Eventually it’s the quality of service rendered by the staff – the PEOPLEWARE - would be the differentiator
At Skillmaster, we will show you how .We will provide the tools and expertise and techniques, in transforming customer service complaints and breakdowns into WOW experiences and skill techniques, rendering service at its epitome best.
On successful completion of this workshop, participants will have the knowledge and skills to manage complaints and lapses in customer service with the aim of customer’s retention and re- gaining back the loyalty of a lost confidence. In short, there will be measureable outcome from among the participants attitudinally and in skillset.
Course Objectives:
By the end of the programme, participants will be able to:
- Understand the importance of a customer centric mindset
- Understanding the customer's
- Understanding core organizational values.
- Understand why customer's complaint – could it be a larger problem?
- How to manage a complaint – difficult customers
- Applying effective service recovery techniques
- Turning complaints into opportunities
Course Outline:
By the end of the programme, participants will be able to:
- Organization culture & values
- Internal customer
- DNA – Passion, Attitude & Aptitude
- Customer is KING – If you don’t provide service somebody else will
- Understanding your customers – Transactional Analysis
- Types of customers
- Effective communication techniques – The 3 V’s
- The 3 levels of service
- Exceeding expectations – WOW
- Anger management – Dealing with emotions
- Turning failures into opportunities
- Service recovery – bouncing back
- Follow up actions
Target Audience:
- Service staff from all industries
- All back office staff with functional responsibility working with internal staff
Methodology
Lectures, group discussions, role play, case studies, practical exercises, self reflection
Workshop methods
A friendly environment that promotes interactive discussion. You will be encouraged to share experiences, participate in group discussions and role-play some of the techniques learned. You will take away a comprehensive workbook address specific problems.
Price Course Details
Date/Venue: To be advised by Corporate clientele
Class size: Minimum 10 paxs and maximum 20 paxs, training can be conducted at your requested venue
Time: 9.00am to 5.00pm
Duration: Two Days (Can be customized to One Day for Corporate clientele)
Fee: S$540 per candidate
Course Trainer ~ ~ ~ ~ ~~ Mr Arbraham Judah
Abraham Judah, has more than 35 yrs of industry experience in customer service with Singapore Airlines, a service ICON. With his wealth of experience in the service industry and vast exposure with people of global profile, his expertise in training rendered would be equal to the best and 2nd to none in the local scene. Hi domain expertise in customer service would be beyond mere theories but what works.
His vast contribution in customer service management initiatives and ideas to Singapore Airlines, distinctly differentiated himself from his peers and his articles to date still remains in Singapore Airlines intranet SOAR channel. This is clearly a testimony of the legacy he left behind. His practical experience and accomplishments speaks volume setting him apart and he is undoubtedly one of the catalyst to the Singapore Airlines story and where the airline is today.
On the corporate sector he spearheaded, quality assurance, change management and brand culture in service organizations.
SOAR is an SIA, acronym of Service Over And Above The Rest.
For further details or any enquiries, please call 6564 6181 or email us at info@skillmastertc.com