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Managing Customers in Difficult Situations

To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity" - Douglas Adams

To equip participants with skills to manage difficult situations and achieve desired results

Purpose

Workshop Content

  • Sweet & Sour Communication Experiences
  • Develop Rapport
  • Understand Yourself
  • Upset Customer or Difficult Customer
  • Understand Complaints & Conflict
  • Handling Conflict & Difficult Situations
  • Healing Conversations
  • Active Listening Skills
  • Dealing with Emotion

Format

  • A 2 day workshop

Benifits

  • To identify and overcome barriers to communication which can lead to difficult situations with the customer
  • To apply specific interpersonal skills required for effective communication in the workplace
  • To practice "lights up" communication skills in order to build relationships positively

Our Clients’ Word

  • The trainer makes EVERYONE go through the Opening & Closing script and make sure they learn from it and most of the reps/ sups are not embarrassed or shy about it. Singapore Press Holdings - Creating the 5 Star Customer Experience on 28th June 2013
  • It had lots of practical attempts to cover the course. Olam - Power of Influence on 25th July 2013
  • Enjoyed the activity, enjoyed the course and learned about the bonding for team building. Olam - Managing Work Relationships Effectively on 30th July 2013
  • Very interactive, applicable to everyday life skills that can be acquired by practice and ways to help. UBS - Personal Branding and The Art of Communication on 11st July 2013
  • Presenter was interesting & very knowledgeable. Prudential - Lunch Talk : Boardroom Etiquette on 14th August 2013
  • The role plays were engaging and interesting. Capitaland - Service Excellence on 30th September 2013
  • The tip about networking was very useful. The choices of clothes and colors combination were very interesting. SGX - Professional Presence on 1st & 2nd October 2013
  • Happy atmosphere, interesting game, email writing, nature analyze. GTNexus - Delighting Your Customers on 19th October 2013
  • The color imaging and image perception are very useful and appropriate as frontline staff are the first impression clients get. Fullerton Hotel – Professional Image 16th October 2013
  • Very interactive and practical! AON - Persuasive Presentation Skills on 24th October 2013