Handling Difficult Customer Situations
Training Provider: IMPACT MANAGEMENT SEMINARS PTE LTD
Course Reference: TGS-2023019914
S$250
Original: S$500
Save S$250
About This Course
Course to equip participants with the skills and knowledge to:
- Recognise the impact and consequences of a mishandled customer contact
- Manage customer expectations in a calm and composed manner
- Apply service recovery strategies to deliver service under challenging circumstances
- Escalate unresolved issues and concerns
What You'll Learn
• Types of dissatisfied customers and difficult customer situations
• Understand difficult people and their behaviors
• Taking control of the situation
• Consequences of a mishandled customer engagement
• Identify the triggers of the difficult behaviors
• Techniques to defuse emotions and win over difficult customers
• Individual styles in handling difficult situations
• Addressing the root causes and developing viable solutions
• Ideal service recovery outcomes
• Service escalation procedures and channels
• Understand difficult people and their behaviors
• Taking control of the situation
• Consequences of a mishandled customer engagement
• Identify the triggers of the difficult behaviors
• Techniques to defuse emotions and win over difficult customers
• Individual styles in handling difficult situations
• Addressing the root causes and developing viable solutions
• Ideal service recovery outcomes
• Service escalation procedures and channels
Entry Requirements
able to speak, read, and write at a English proficiency level of ES WPLN L3 or equivalent
attitudes that include: a sense of responsibility, able to support and add value to business operation, being passionate in performing work activities
minimum education level: Lower Secondary
Course Details
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Note: To apply for this course, visit or contact the training provider directly.
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