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Dealing with Difficult Customers

Overview

Do you have to deal with angry customers?
Have you encounter very demanding and difficult clients?
Do you feel frustrated dealing with unreasonable and aggressive customers?

If we are unable to deal with such customers, the problem may blow up to an enormous complaint, a heated fight or a viral on social media for the wrong publicity. It's never easy to handle difficult people because it affects us emotionally. We definitely don’t want to risk such scenes in our business affecting our branding, reputation or sales.

So, the bottom line is, no matter what your job is, being trained in dealing with angry and difficult clients is really important. If you’re caught off guard in handling difficult and demanding customers, you will not be able to remain calm to solve the problem.


In this course, you will learn what to say and how to say, so that you could save the situation from getting bad to worse. In fact, after being trained, you should be able to turn the situation around and end up with a stronger relationship with your client than ever before. There will be many real-life instances for practice and you will see how you progress in handling people’s emotions just in 2 days.

Learning Outcomes

By the end of the Handling Difficult and Demanding Customers program, delegates should be able to:

• Enhance their customer service skills
• Improve relationships with other employees
• Interpret their customer needs and expectations
• Use more effective ways to handle angry, difficult or demanding customers
• Manage anger and negative emotions more confidently
• Staying calm and compose during difficult situations
• Apply Mediation Approach to Solve Conflicts

Who Must Attend

This program is designed for customer service front liners, supervisors, team leaders of any industry that handles customers who could be difficult and demanding customers.

Course Details

Day 1
MODULE 1: WHAT CUSTOMERS EXPECT? WHAT IS IN THE BUYER’S MIND?
• Old Customer Service Vs Relationship-based Customer Service
• The High Expectation of Sophisticated Consumers
• Implanting Excellent Customer Service’s Mindset
• How’s does my current Attitude affect my Work? Why am I programmed internally at such?
 
MODULE 2: DO YOU KNOW WHY YOUR CUSTOMER IS UPSET?
• Understanding why customers are upset, angry or aggressive
• Why customer talk to us that way? What are they communicating?
• Are you listening or just hearing customers’ problems?
• Applying the PERSONALITY Profiling Tool to understand people better
Role Play: How to react to each personality type 
 
MODULE 3: THE ART OF BUILDING RAPPORT
• How Rapport lead to Trust-Relationship
• Interpreting customers’ Non-Verbal Communication
• Brushing up our Listening Skills for Solution
• Role- play: How to Improve Your Rapport Skills
 
MODULE 4: SHARPENING PROBING SKILLS
• Improving your probing skills
• The Answer to Solutions is in the Question
• Identifying customers’ hot buttons and preferences
• Discovering what makes customers tick
 
Day 2
MODULE 5: EMPATHY IMPROVES INTERACTIONS
• What is empathy and how to apply it during heated moments?
• Are you playing the Victim Game or Taking Accountability?
• How to ward off Bad Vibes?
• Creating Lasting Impressions
 
MODULE 6: CUSTOMER ENGAGEMENT
• From Customer Service to Customer Engagement
• How apology and empathy work hand in hand
 
MODULE 7: FORTIFY CUSTOMER RELATIONSHIP MANAGEMENT
• Driving Customer Lifetime Value
• Walking the Extra Mile to Exceed Customer's Expectations
• Role Play: Ensuring Customer Retention
 
MODULE 8: HANDLING DIFFICULT CUSTOMERS WITH A MEDIATION/ADR APPROACH
• How does Dispute Resolution Work?
• Recognising Conflict and Root Causes
• What makes angry Customer calmer
• How to use Alternative Dispute Resolution to Diffuse heated moments
• Complaint-Solving Skills
• Responding to Complaints Through Emails, Phone & Social Media

Methodology

The course is delivered 80% hands-on experiential learning with delegates fully immersed by the 100% participations – case studies, discussions, demonstrations, role plays and interactive games and music therapy to ensure a fully experiential learning. 
The other 20% would be interactive lectures to ensure you have substantial input on the new knowledge and the latest research, findings and best practices.

Course Leader

DR ANGELINE ANN SAMUEL
Bachelor of Software Engineering  (Hons), University of Staffordshire
CEO & Founder Of A TECH
Certified Ethical Hacker (CEH)
Computer Hacking Forensic Investigator (CHFI)

Angeline is an experienced specialist in professional development and digital marketing. She has spearheaded a global development company, primarily the management consulting wing specializing in providing world class professional development, human capital development and social media marketing solutions.  Her involvement includes ensuring progressive growth of the business through management of its Advisory functions. Currently she is the CEO of a digital marketing firm in Malaysia.

Her daily role entails; strategic planning, managing and leading teams in diverse roles, sales/ marketing/ advisory/ operations management, digital  marketing,  market expansion strategies, business development initiatives, competitive & market intelligence, determining pricing strategies and control and monitoring of budget/spend of products under the portfolio.  

Her unique interpretation of online business allows her to travel the globe as a speaker, trainer and consultant, working with multiple organisations.
 

 

Her client’s include :
• SIRIM , Malaysia

• MATA , Malaysia

• Palace of the Golden Horses, Malaysia

• Royal Chulan, Malaysia

•  Bank Islam, Malaysia
• B Braun Malaysia

Total Worx Asia
• Lafarge Cement
• PETRONAS Malaysia
• Dragon Oil Dubai
• Halliburton
• Zimbabwe Power Corporation
• Canon
• National Bank Of Malawi
• PNG Ports Corporation Limited
• Qatar Petroleum Company
• Qatar Petrochemical Company (QAPCO)
• The Tanzania Institute Of Bankers
• Alinta Energy Sydney, Australia
• Celestica Malaysia Sdn Bhd

• Mozambique Airlines (LAM)

• Base Titanium, Zambia
• Arabian Pipes Co, Saudi Arabia
• Al Abdullatif Manufacturing & Investment Co, Saudi Arabia
• Saudi Aramco, , Saudi Arabia
• PNG Ports Corporation Limited
• Vanuatu National Provident Fund
• La'ala Al Kuwait Real Estate Establishment, Kuwait
• Hikma Pharmaceuticals, Jordon
• Jordan Bromine Company Limited
• Al Samer JCI Controls, Saudi Arabia
• Tanga Cement, Tanzania
• Arab Potash Company, Jordan
• Base Titanium, Kenya
• Egyptian Banking Institute

• First Gulf Bank, Abu Dhabi

• Saudi International Trading Company Limited
• Mopani Copper Mines PLC
• Prysmian Cables

 


OR 


DANIEL WONG
Member of Malaysian Institute of Management
Certified Professional Trainer, MIM
MBA (General) University of Hull, UK
Council of Engineering Institutions (UK) Part I & II
Associate Member of Institute of Electrical Engineers, UK
Graduate Member of Institute of Engineers, Malaysia
ISO Standardization Internal Auditor
NLP Master Trainer Certification, NFNLP US
Certified Master Conversational Hypnotherapist, IAPCH U
Certified Specialist in Neuro-Hypnotic Repatterning, SNLP US

Daniel is an International Master NLP Trainer who comes with more than 30 years experience in the corporate world; out of which, 19 years has been spent on coaching and training: on Communication & Interpersonal Skills, Coaching & Negotiation skills, Sales, Management & Leadership Skills, Course Consulting, Neuro-Linguistic Programming (NLP) and Sub-conscious learning skills. And in the process, continually coaching and motivating all his the coaches, mentees, staff and associates to learn, grow and expand their personal paradigms and horizons.

He also has extensive marketing and sales experience; from selling single course programs to education franchise businesses; as well as single pieces of equipment right-up to multi-million US dollar projects for more than 15 years. In his last major corporate appointment as General Manager of GEC (UK), Mahkota Technologies, he was in-charge of both local and regional sales for his Division. In his tenure, he managed over 15 different products and systems, successfully securing an annual turnover of RM60 million, for both the domestic and regional markets.
 
Trained under Dr Richard Bandler, Daniel is a Certified Master NLP Trainer of the National Federation of Neuro-Linguistic Psychology, USA. He is also a Certified Master Conversational Hypnotherapist of the International Association of Professional Conversational Hypnotherapist, USA.
 
He specializes in coaching CEOs, senior managers and entrepreneurs in highly sought-after skills in areas of people management, creative and innovative skills in leading organizations. His passions are in the study and application of the latest psychologies, mental tools and techniques in reading and handling people; especially in areas of Effective Communication and Negotiation skills, Management and Leadership Skills and Sales, applying Neuro-linguistic Programming and Subconscious Learning to accelerate adult learning. 
 
He recognizes the great potential within each individual and he believes in making a difference in one’s learning through his personalised, demonstrative, practical and dynamic approach in effective trainings. He makes every training experience enjoyable and valuable.  His passion for training stems from his innate desire to empower all those individuals who are keen to seek knowledge, wisdom and self improvement; so that they can be the person they need to be to have what they want.

To contact Mr Daniel for any speaking, training and consultancy engagements, please contact us at +603 8074 9056 | Mobile +6012 6869  628 | or email: info@iTrainingExpert.com  
 

Or

We have a faculty of specialists who can can cater to your organisation's different levels and specific needs.

For training and advisory services, feel free to contact us at info@itrainingexpert.com or call us at +603 8082 3707 | +603 8074 9056 | +6012 6869 628 | +6018 2175 123

Testimonies

"Very engaging presentation. This course highlight to us the best methods used to influence and persuade people through psychology in which I know nothing of before the training”– Farid, OIM SPD, PETRONAS Carigali Sdn Bhd
 
“I find it hard to persuade and influence others before I attended the course, but after I was shown how to unleash my inner potentials to influence people I find that engaging people is not as difficult as I previously thought it was”– Naza, HEAD, PETRONAS Carigali Sdn Bhd
 
“Very much liked the approach. This course teaches me how to interact effectively with the management and rest of colleagues through influencing according through behaviours that will make communication at workplace much easier than before.”– Fauzi, TS OIL, PETRONAS Carigali Sdn Bhd
 
“Overall very happy with the training and would like to attend Advanced NLP training” - Roshan, Group Partner, NMG Group
 
“Before the course I was feeling unsure and my weakness are in dealing with closing sales, now I feel empowered and confident in the sales process” – Siva Kumar, Senior Consultant, NMG Group
 
“Trainer is very good and professional, the tools taught are the most effective parts of the course” – Nick Li, Principal Consultant, NMG Group
 
“Before the course, I was unsure of any good sales technique and I learned about right brain strategies and now I feel more confident selling” – Matthew, Group Partner, NMG Group
 
“I used to interact less due to lack of self-confidence but after the training,  I found that my views on people changed and it is much easier to connect the dots of people around me. This program boosted my self-confidence to further engage with people of all backgrounds .”– Shamri, Terminal Support, PETRONAS Carigali Sdn Bhd
 
“NLP taught me how to manage people and assess their behaviours to get the best of interactions. This course is highly recommendable for especially to leaders at the management level.”– Thomas, Manager, PETRONAS Carigali Sdn Bhd
 
“I have very little knowledge on what NLP actually is and how strong it is in influencing people through behaviours but through this course conducted by the highly experienced and knowledgeable trainer, Mr.Daniel Wong I got to the opportunity to practise NLP to further benefit my role in the company.”– Akmal, PETRONAS Carigali Sdn Bhd

Investment

Normal fee
Sign up 1 pax
Pay before course starts
MYR 2,990.00 per pax
USD 890.00 per pax
Early Bird
Sign up 1 person
Pay 14 days before course starts
MYR 2,590.00 per pax
USD 760.00
Group Fee
Sign up 3 pax or more
Pay 14 days before course starts
MYR 2,490.00 per pax
USD 730.00  per pax

Certificate

Upon successful completion of this program, you will receive an E- Certificate of Achievement. 

Payment mode:

1. Online Payment by Credit card: You can opt to register and pay online with our latest payment integration system through our website.
2. Telegraphic Transfer- You can also opt to use GIRO or telegraphic transfer of payment via international banks.

Contact us: ITRAININGEXPERT GLOBAL PLT
Tel:+603 8074 9056 | +603 8082 3707
Mobile: +6012 6869 628 | +6018 2175 123
Email: info@itrainingexpert.com
Website: www.iTrainingExpert.com

 

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