Dealing With Difficult, Demanding & Unhappy Customers

19-20 Jul, 2017, Furama Hotel Kuala Lumpur

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Carol Chiam a.k.a. O.K.Chiam is a professional trainer, mentor, motivator, public speaker, customer service guru and an author of 8 books.

 

She has with her more than 25 years of vast working exposure in more than 7 industries, especially the financial and service sectors. Her professional qualifications and wide exposure not only made a successful trainer but given her an extra edge in writing comprehensive books to share her knowledge.

 

She has with her no less than 15 years experience in training & development of staff and agents in leading multinational companies. She is a seasoned professional trainer for public and in house programmes. Her participants include from large Multinational Companies, leading Conglomerates, Financial & Service Sectors, Oil & Gas Companies, Fast Moving Consumer Goods Industries (FMCG), Construction Sector, Manufacturing Sectors, Ministries, GLCs, SMIs, Universities, IT sectors, etc.

 

Carol’s English Language courses are very well accepted and have been successfully conducted for in house and public programmes for participants from all over Malaysia. There is a popular demand for more of her courses in this area, especially from those who have attended her trainings before.

 

She is an approved PSMB Trainer with more than 15 years training experience. Besides the Personal Development courses, she is a popular and seasoned trainer in customer focus management, sales management, public speaking and presentation skills, people management, communication skills and English grammar.

 

Carol believes that her success in training is very much due to her ability to interact with her participants in 3 languages i.e. English, Bahasa Malaysia and Mandarin and also, her vast exposure of more than 25 years in several industries, especially in multinational companies.

 

A strong believer in reinventing and continuous improvement, she places attitude as the most important criteria for any success. She strongly endorses the “keep learning” habit for personal development.

 

"Knowledge is no power but Application is"

Venue Details

Furama Hotel Kuala Lumpur
136, Jalan Changkat Thambi Dollah, 55100 Kuala Lumpur,
Phone : 03 2788 8888
Fax : 03 2788 8889

Click For Hotel Location

Contact us

Juliany,
03 2283 6109
juliany@ipa.com.my

Phoebe,
03 2283 6100
phoebe@ipa.com.my 

FOR CUSTOMISED IN-HOUSE TRAINING
Jane,
03 2283 6101
Jane@ipa.com.my

ADDRESS 
A-28-5, 28th Floor, Menara UOA Bangsar, 
No.5, Jalan Bangsar Utama 1, 
59000 Kuala Lumpur
www.ipa.com.my

FOCUSING ON
  • Meeting Customer’s Expectation With The “WH” Strategies
  • Listening To Customer - An Important Tool
  • Treating Difficult And Unhappy Customers As Source Of Learning
  • Implementing The “Act Fast” Strategies To Delight Difficult And Unhappy Customers
  • Not Forgetting The Golden Rule
  • Self Management Strategies
  • Resolving Issues While Preserving Customer Relationship And Professional Credibility
  • Effectively Manage Difficult And Unhappy Customers
  • Turn Dissatisfied Customers Into Loyal Allies
  • Setting High Standards For Customer Service Excellence
COURSE INTRODUCTION

Dealing with difficult and unhappy customers can be challenging but with the right strategies, one can even improve relationship with them after attending to their needs.

 

A satisfied customer is the best salesperson. Not only a satisfied customer can bring in lots of existing business but through his/her recommendation, there may be good repeat business, too.

 

Make difficult and unhappy customers become happy and satisfied customers. Keep irritated customers coming back even though something went wrong initially.

 

Apply self management strategies to control emotions and stay calm when dealing with difficult and unhappy customers. Communicate effectively with the customers when solving their problems. Shift them from dissatisfaction to agreement. Ask, if not clear and do not take things for granted.

 

Dealing with difficult and unhappy customers intelligently is the key to business success.

 

This course is designed to develop the skills and strategies to respond to difficult and unhappy customers. Participants will learn to deal with difficult situations more assertively, confidently and appropriately.

COURSE OBJECTIVES
  1. Dealing with difficult and unhappy customers effectively.
  2. Implementing smart strategies to minimise complaints.
  3. Meeting customers’ expectations without disappointing them.
  4. Upholding the usual good corporate reputation of excellent service.
  5. Achieving company’s goals without setbacks and hindrance by customers.
  6. Obtaining more repeat business besides new business.
WHO SHOULD ATTEND
  • Executives and Managers who have to deal with difficult and unhappy customers.
  • All Frontliners with responsibilities in complaints handling.
  • Service staff from all industries.
  • Staff who have problems in handling different types of customers
AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Raising your ability to deal with difficult and unhappy customers intelligently
  2. Being able to adopt the various smart strategies to solve complaints
  3. Interacting with different types of customers confidently
  4. Knowing how to improve relationship with customers for mutual benefits
  5. Improving quality of customer service for better business growth and continuity
  6. Achieving company’s goals faster with less complaints and obstacles
  7. Increasing more repeat business with customer satisfaction
  8. Learning how to control emotions and anger when dealing with irritated customers
METHODOLOGY
  • Interactive Lectures With Role Plays, Individual & Team Activities
  • Full participation is compulsory to make the training more lively and interesting
  
DAY 1
9:00

MEETING CUSTOMER’S EXPECTATION WITH THE “WH” STRATEGIES

  • What is customer’s expectation?
  • How to comply?
  • What is our company’s expectation?
  • When to meet customer’s expectation?
  • Customer’s interest versus Company’s interest
10:45 LISTENING TO CUSTOMER - AN IMPORTANT TOOL
  • Attentive Listening To Customer’s Problems
  • Intelligent Asking
  • No Assumption: Ask, If Not Clear
  • Fast Problem Solving As Main Focus
  • Show That You Care
12:00

TREATING DIFFICULT AND UNHAPPY CUSTOMERS AS SOURCE OF LEARNING

  • Change Of Mindset : Value above Profit
  • Feedbacks As Continuous Improvement
  • Treat Difficult and Unhappy Customers As Source Of Learning
  • If We Do Not Care About Our Customers, Others will.
  • Unhappy Customers Are Threats To Business
1:00 Lunch

2:00

IMPLEMENTING THE “ACT FAST” STRATEGIES TO DELIGHT DIFFICULT AND UNHAPPY CUSTOMERS

  • “Act Fast “ Strategies For Problem Solving
  • Executing the “TAG” Formula
  • A.S.A.P. Versus Immediate Attention In Handling Customer’s Problem
  • Strict Monitoring on Performance : On Time Delivery
3:45

NOT FORGETTING THE GOLDEN RULE

  • Customer is always right
  • If Customer is not right, go back to Rule 1
  • Handle complaints with the Golden Rule in mind
5:00

End of Day 1

DAY 2
9:00

SELF MANAGEMENT STRATEGIES

  • Control Emotions
  • Remain Calm
  • Avoid Conflicts & Disputes With More Patience
  • The Right Positive Attitude In Handling Complaints
10:45

RESOLVING ISSUES WHILE PRESERVING CUSTOMER RELATIONSHIP AND PROFESSIONAL CREDIBILITY

  • “Cracking The Egg” Theory: The 4 Main Steps
  • Find out the exact cause before you solve the problem
  • Provide multiple solutions
12:00

EFFECTIVELY MANAGE DIFFICULT AND UNHAPPY CUSTOMERS

  • Dealing with upset customers with right strategies
  • Learn to say, ‘No” to unreasonable customers tactfully
  • Pacifying angry customers with the right words and tone
  • Developing a mental shield to overcome adverse situations
  • Diffuse conflicts and resolve problems to retain customers
1:00 Lunch

2:00

TURN DISSATISFIED CUSTOMERS INTO LOYAL ALLIES

  • Communicate Effectively: Verbal and Non Verbal
  • More use of affirmatives in your conversation with customers
  • Rephrase words for better relationship in difficult situations
  • Delight customers with more winning words: Sorry, Please, Certainly, Thank You
  • Say it confidently to show that you care
  • Offer more words of appreciation
  • Learn when to say “Yes” and “No”
  • Meet their needs
3:45

SETTING HIGH STANDARDS FOR CUSTOMER SERVICE EXCELLENCE

  • Corporate Reputation In Excellent Service As Prime Importance
  • Strong Key Performance Indicators To Monitor Performance
  • Customer Service Excellence Culture From Top To Bottom
  • Encourage More Customers Feedbacks For Continuous Improvement
5:00

End of Course