Managing Challenging Customers & Complaints (Phone, Face-2-Face, Chats) Workshop
by ATCEN Sdn Bhd SKU
Brand: No Brand
Last update: Feb 25, 2022
| Wholesale Price Available | |
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| Buy 3 or more each | |
| MYR 1,100.00 each | |
| Guide |
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| 1 each : 1 Unit |
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Topic : Managing Challenging Customers & Complaints
Duration : 2 Days - 14 Contact Hours (7 hrs/day)
Platform : ZOOM
Workshop Description
Managing customer relationships isn't always smooth sailing. With the competitiveness of the business environment, it is essential that difficult customers be managed well.
The Managing Challenging Customers & Complaints Workshop looks into outcomes where a customer is irate and has become difficult. This workshop explores situations service professionals face every day and how to manage irate customers without affecting performance and salvage the customer relationship and in the process enriching it with powerful Service Recovery actions.
Workshop Learning Objectives
- To understand the importance of managing difficult customers and exceeding customer delight;
- To develop key customer service communication skills;
- To identify the different possible customer types and how to handle them;
- To appreciate the different knowledge level of the customer;
- To learn specific methods to handle difficult customers;
- To pick oneself up after a blistering customer encounter;
- To implement and deliver service recovery to continue to lengthen the life-cycle of the customer.
Workshop Learning Outcomes
- Identify different customers’ personalities and manage them effectively;
- Apply specific methods to manage difficult customers efficiently;
- Stay resilient and motivated even after a blistering encounter with difficult customers.
Who Should Attend
- Contact Center Manager, Team Leader, Coach, Evaluator, Professionals
- Front Line Service Professionals
Trainer
- Ken Ng, Leadership Enabler, Executive Coach, Chartered Global Management Accountant
Terms and Condition
- Redemption period: Valid for 6 months from date of purchase on the JP platform. Any cancellation to a workshop is valid up to 24 hours before the training starts. After that, no redemption will be entertained. We will allow for a postponement to the next available session or replacement of the participant if it is a workshop.
- Location/Platform to Conduct Service: Session will be conducted Online through Zoom. Link will be provided upon confirmation of registration by email.
- Duration of the Service: Each session will be as stated in the product description.
- Coverage Areas: Valid for any person in South East Asia.
- Appointment Request: Request for appointment is to be made at least 7 working days prior to the desired appointment date.
- Details Needed for Redemption: Participants must provide details such as Full Name, Contact Number, details of purchase for redemption.
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Delivery Information
Standard Delivery
5-7 working days