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Fri Jun 29 2018, 9:00am–5:00pm
Thu Sep 6 2018, 9:00am–5:00pm
Fri Sep 7 2018, 9:00am–5:00pm
Tue Dec 4 2018, 9:00am–5:00pm
Wed Dec 5 2018, 9:00am–5:00pm

Where: SMU - School of Economics & Social Sciences, 90 Stamford Road, City Hall, Singapore

Restrictions: All ages

“Complaints are gifts”, this is how a local Singapore bank views the feedback they receive from customers. When complaints are viewed positively, service professionals will be more solution focused in their handling of the difficult customers they face every day.

This workshop will provide service professionals with the awareness of the causes of customer challenges, the ability to identify the different types of challenging customers and provide them with a structured process packed with skills and techniques to manage the demands of challenging customers.

After the workshop, you will be able to:
- understand why customers are challenging
- be aware of the 10 demandments of challenging customers
- recognise the importance of your role in managing challenging customers
- highlight the power of social media as a possible channel for customers’ feedback
- understand the strategic importance of handling challenging customers well
- learn to identify the different personality styles of challenging customers
- apply strategies to manage the different personality styles better
- apply a systematic and practical process in handling challenging customers better
- create a win-win situation for both customers and service professionals
- apply your skills immediately in the various skills practices and videoed role plays during the workshop

What you will learn
Why are Customers Challenging/Difficult
- the common service breakdowns
- the "10 Demandments" of challenging customers
- social media – the new avenue for complaints?

Challenging Customers- The Importance of Managing Them
- our critical role in managing challenging customers
- the costs of ignoring challenging customers
- turning customers' complaints into service opportunities for exceeding customers' expectations
- the people vs process customer service, knowing which works best in challenging situations

Understand the Psychological Needs of Customers
- identifying the different personality styles of challenging customers
- understanding the needs and wants of the different personality styles of challenging customers
- the win-win approach in handling these customers

Applying the 8-step Process of Handling Challenging Customers and Winning Them Back!
- the power of the mind in handling challenging customers
- handling the customer's emotions in challenging situations
- understanding the needs and expectations of the challenging customer and the situation before solving through the "Power of Five":
body language
verbal language
active listening
appropriate questions
- respond to customers' explicit and implicit needs and expectations
- customise solutions that fit
- end on a positive note
- follow-up with action plans
- applying the 8-step process through skills practices of challenging customer scenarios:
the angry customer
the unreasonable customer
the confused customer
the verbally abusive customer
- video and review plays applying the 8-step process in their own challenging customer scenarios

Who Should Attend?
Front-line executives, customer service executives, clerical staff, receptionists and any person who deals with customers in face-to-face situations or over the telephone and who liked to find strategies to deal with their challenging customers.

This interactive workshop will be conducted with a good blend of short lectures, group discussions, videos, interactive activities, skills practices and video & review role plays. Participants are encouraged to bring their real-life customer related problems to the workshop for discussion.