Dealing with Difficult Customers - 26 January, 2021 (AM)

Category: 
Customer Service
Currency: 
HKD
Price: 
2,000
Location: 
Hong Kong
Language: 
Cantonese/English
Course Date: 
January 26, 2021
Duration: 
9:00AM - 12:30PM

 
The Dealing with Difficult Customers programme provides essential skills that frontline staff should understand and have the ability to utilise. Improving their competency in this respect will boost their confidence and enthusiasm for their work, increase their overall job satisfaction, and reflect a more positive image of the organisation.
 
Objectives

  • Appreciate the importance of handling complaints and frustrated customers with care
  • Understand the causes of complaints and avoid causing unnecessary frustration
  • Understand and meet the expectations of an angry customer; turning a crisis into a service opportunity
  • Apply customer service skills for handling difficult customers to achieve a positive outcome
  • Establish a more positive attitude and feel more confident towards handling complaints and difficult customers

Key Topics

  • The benefits of handling complaints and difficult customers effectively
  • The impact to the organisation when complaints are not handled well
  • Common causes of customer complaints and frustrations
  • Review quality customer service skills 
  • How positive behaviour impacts the situation and achieves a more desirable outcome
  • Establishing a positive attitude towards complaints and angry customers
  • Steps and skills for handling complaints and difficult customers
  • The “dos” and “don’ts” in handling difficult situations
  • Following through to restore confidence
  • Ways to reduce stress when dealing with difficult customers

Terms and conditions of use
No part of the outlines describing the training courses/programmes that appear on this website or any of its contents may be copied, modified, adapted, or sold for monetary gain without the prior written consent of the owners of Dew-Point International Ltd., unless otherwise indicated.

You may share the content of this website using any of the following means:
1. Using any of the share icons at the top of each page (e.g., Google+, Facebook, Email, Twitter, Print page, etc.);
2. Providing the URL of the content you wish to disseminate; and
3. You may quote extracts from the website with attribution to 'Dew-Point International Ltd.'