Winning Difficult Customers

WINNING DIFFICULT CUSTOMERS

5 November 2012

MEF PETALING JAYA, SELANGOR

9:00 am – 5:00pm

Objectives

It is easy to work with people you like, and it is even easier to work with people who like you. But that's not always the case. Sooner or later, you'll have to deal with a difficult customer. Service providers who don't learn how to work well with difficult people lose their hair, their marbles, and their customers.

This programme is designed to assist service providers to:

Become adept in winning difficult customers

Be more confident in his/her own abilities

Increase participants’ poise, and intensify self-esteem 

Topics Covered

• A review of customer service
• Understanding what customer wants
• Customer Service Interpersonal Skills
• Types of difficult customers

1. Angry customer
2. Chatter box
3. Rude customer
4. The very difficult customer

• Why other people are difficult
• Understanding individual differences
• Dealing with specific customer situation professionally
• Customer service tools and techniques
• Using the telephone
• Effective listening: Knowing what and when to say something.

Target Audience

Suitable for front line and support staff who are in direct contact with customers.

Trainers

Encik Mohd Arshad Jamil is a powerful and inspiring Training Consultant of the Malaysian Employers Federation Academy, who offers over 20 years of his solid experience and insights of various organisations. His interest lies in the areas of Human Capital Development specifically Leadership, Learning and Thinking Skills, Motivation, Team Development, Performance Improvement, and Employee Relationship Management. Mohar, as he is fondly called by friends, is a PSMB certified trainer and holds a Diploma in Public Administration, Bachelor in Laws (LL.B) and Masters in Law (LL.M). He advocates holistic human capital development and leads by example through some of his social and voluntary endeavours.

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