Handling Escalation and Managing Difficult Customers

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 BENEFITS

Upon completion of this program, participants will be able to:

  • Improve their customer service skills
  • Use some of the techniques to achieve excellence in customer service
  • Work on improving their relationships with other employees
  • Understand their customer needs and expectations
  • Understand effective ways to handle customers complaints
  • Improve their problems solving skills
  • Understand their important roles they play in their respective organizations

AUDIENCE

This program is suitable for Executives, Senior Executives, Assistant managers, Managers, Trainers, Lecturers, Students and everyone who has a stake in the organization’s teamwork

  • Level for Executives and above

METHODOLOGY

The method of learning would include Interactive, Dynamic Presentations, and Group Activities, Sample data /tools and Business games /simulators

Module

  • CUSTOMER SERVICE PHILOSOPHY
    • Three Great Ways To Satisfy Customers
    • Who Does It Involve
    • The Great Poem Of Customer Service
  • UNDERSTANDING CUSTOMER NEEDS & EXPECTATION
    • Who Are Your Customers
    • The Customer – Supplier Chain In Your Organization
    • How Do You Rate Your Current Customer – Supplier Relationship
  • ASSESSING THE CUSTOMER’S BEHAVIOR TRIGGERS
    • What Actually Make Customers Behave The Way They Do
    • 12 Important Needs That Motivate Customers
    • 3 Golden Techniques To Gauge These Customer Needs
  • HANDLING CUSTOMERS ON THE PHONE
    • Positive Versus Negative Elements
    • Building Goodwill And Trust
    • The 4 Step Formula Of Telling The Simple Truth
  • THE PSYCHOLOGY OF COMPLAINTS AND ANGER
    • What Research Has Proven On Complaining Customers
    • The Complaining And Whining Caller
    • 5 Types Of Typical Complaints Calls
  • HANDLING OF COMPLAINTS & TICKET /CASE MANAGEMENT
    • 6 Steps To Control A Complain
    • Dealing With Difficult Situations
    • 8 Rules To Avoid Customer Service Errors
    • Escalation Process Through Ticket System
    • How To Stop The Abusive Caller
  • CALMING YOURSELF AND THE CUSTOMER
    • 5 Steps To Calm Yourself And The Customer
    • 5 Forbidden Points When Attending To A Complaint
  • PROBLEM SOLVING SKILLS
    • Simple Problems Solving Techniques
    • Stimulating The Mind To Be Creative In Solving Problems On The Spot
  • SELF ASSESSMENT ON CUSTOMER SERVICE
    • How Well Do You Know Your Organization
    • How Well Do You Know Your Role As A Customer Service Provider
  • END

RM2,600.00 RM1,850.00

Qty:

Fee: RM 1,850 per pax


Loyalty Points: 1850 Points


Duration: 2 Days 


Note: In-house course is available. Request it HERE

 BENEFITS

Upon completion of this program, participants will be able to:

  • Improve their customer service skills
  • Use some of the techniques to achieve excellence in customer service
  • Work on improving their relationships with other employees
  • Understand their customer needs and expectations
  • Understand effective ways to handle customers complaints
  • Improve their problems solving skills
  • Understand their important roles they play in their respective organizations

AUDIENCE

This program is suitable for Executives, Senior Executives, Assistant managers, Managers, Trainers, Lecturers, Students and everyone who has a stake in the organization’s teamwork

  • Level for Executives and above

METHODOLOGY

The method of learning would include Interactive, Dynamic Presentations, and Group Activities, Sample data /tools and Business games /simulators

Module

  • CUSTOMER SERVICE PHILOSOPHY
    • Three Great Ways To Satisfy Customers
    • Who Does It Involve
    • The Great Poem Of Customer Service
  • UNDERSTANDING CUSTOMER NEEDS & EXPECTATION
    • Who Are Your Customers
    • The Customer – Supplier Chain In Your Organization
    • How Do You Rate Your Current Customer – Supplier Relationship
  • ASSESSING THE CUSTOMER’S BEHAVIOR TRIGGERS
    • What Actually Make Customers Behave The Way They Do
    • 12 Important Needs That Motivate Customers
    • 3 Golden Techniques To Gauge These Customer Needs
  • HANDLING CUSTOMERS ON THE PHONE
    • Positive Versus Negative Elements
    • Building Goodwill And Trust
    • The 4 Step Formula Of Telling The Simple Truth
  • THE PSYCHOLOGY OF COMPLAINTS AND ANGER
    • What Research Has Proven On Complaining Customers
    • The Complaining And Whining Caller
    • 5 Types Of Typical Complaints Calls
  • HANDLING OF COMPLAINTS & TICKET /CASE MANAGEMENT
    • 6 Steps To Control A Complain
    • Dealing With Difficult Situations
    • 8 Rules To Avoid Customer Service Errors
    • Escalation Process Through Ticket System
    • How To Stop The Abusive Caller
  • CALMING YOURSELF AND THE CUSTOMER
    • 5 Steps To Calm Yourself And The Customer
    • 5 Forbidden Points When Attending To A Complaint
  • PROBLEM SOLVING SKILLS
    • Simple Problems Solving Techniques
    • Stimulating The Mind To Be Creative In Solving Problems On The Spot
  • SELF ASSESSMENT ON CUSTOMER SERVICE
    • How Well Do You Know Your Organization
    • How Well Do You Know Your Role As A Customer Service Provider
  • END

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Trainer's Profile
Darren Suresh is a Senior Training Consultant focusing on Team Effectiveness and Team Discovery programmes conducted via adult learning and experiential methods. His working experience spans over 18 years of which 7 years were focused on training, developing training modules and delivering training for various modules. Apart from developing modules and conducting training, he also does manpower planning, resource management, packing and debriefing. He has been a lead trainer, training consultant, training manager, trainer & QA specialist with various training providers throughout his career span. His area of expertise is team building, customer experience, communications, creative problem solving, personal development and many more. He has trained many participants from various levels from youths to senior management.

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