Speak with Confidence, Connect with Clarity.
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.
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.
DAY 1(9.00AM-5.00PM)
9.00am - 10.30am
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?
10.30am -10.45am Break
10.45am -1.00pm
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 that you encounter
1.00pm -2.00pm Lunch Break
2.00pm -3.30pm
MODULE 3: THE ART OF BUILDING RAPPORT
• How Rapport build Trust
• Interpreting customers’ Non-Verbal Communication?
• Brushing up our Listening for Solution
• Role- play: How to Improve Your Rapport Skills
3.30pm - 3.45pm Break
3.45pm -5.00pm
MODULE 4: SHARPENING YOUR PROBLING SKILS
• Improving your probing skills
• The Answer to Solutions is in the Question
• Identifying customers’ hot buttons and preferences
• Discovering what makes customers tick
5.00pm End of training Day 1
DAY 2 (9.00AM-5.00PM)
9.00am - 10.30am
MODULE 5: EMPATHY IMPROVES INTERACTIONS
• What is empathy and how to apply it during heated moments?
• Are your playing the Victim Game or Taking Accountability?
• How to ward of Bad Vibes?
• Creating Lasting Impressions
10.30am -10.45am Break
10.45am -1.00pm
MODULE 6: CUSTOMER ENGAGEMENT
• From Customer Service to Customer Engagement
• How apology and empathy work hand in hand
1.00pm -2.00pm Lunch Break
2.00pm -3.30pm
MODULE 7: FORTIFY CUSTOMER RELATIONSHIP MANAGEMENT
• Driving Customer Lifetime Value
• Walking the Extra Mile to Exceed Customers Expectations
• Role Play: Ensuring Customer Retention
3.30pm - 3.45pm Break
3.45pm -5.00pm
MODULE 8: HANDLING DIFFICULT CUSTOMERS WITH 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
5.00pm End of training Day
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.
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 :
Total Worx Asia
or
DANEL 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.
| Normal Fee | Early Bird | Group Fee |
|---|---|---|
| Sign up 1 pax | Sign up 1 pax | Sign up 3 pax or more |
| Pay 1 day(s) before course starts | Pay 14 day(s) before course starts | Pay 14 day(s) before course starts |
| MYR 3490 per pax | MYR 2890 per pax | MYR 2790 per pax |
| USD 1990 per pax | USD 1490 per pax | USD 1390 per pax |
Upon successful completion of this program, you will receive a Certificate of Achievement.
We'd happy to help.
Feel free to talk to us today, however most suitable for you.
Mobile call/ whatsapp: +6012 6869 628 | +6018 2175 123
Office: +603 8074 9056
Email: info@itrainingexpert.com
Website: www.itrainingexpert.com
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