Course Fee
RM 1, 600 per participant
Encounter challenging customer interactions with confidence and finesse by enrolling in our intensive 2-day course on winning difficult customers. Over the course of two immersive days, you'll delve into proven techniques for deescalating tense situations, empathizing with frustrated customers, and resolving conflicts effectively. Through interactive workshops, real-life case studies, and role-playing exercises, you'll gain valuable insights into understanding customer psychology and adapting your approach to meet diverse needs Whether you're facing irate clients, demanding stakeholders, or disgruntled patrons, our course will empower you to navigate tricky interactions with professionalism and poise. Don't let difficult customers derail your success – join us and learn how to win them over, one interaction at a time!
Who is this course for?
1. Customer Service Representatives
2. Sales Professionals
3. Managers and Supervisors
4. Business Owners and Entrepreneurs
5. Professionals in Client-Facing Roles
Key Take-Aways
1. Enhanced Communication Skills:
Participants will learn effective communication techniques to convey messages clearly, listen actively, and express themselves assertively in various workplace situations.
2. Conflict Resolution Strategies:
Participants will gain practical strategies for identifying, managing, and resolving conflicts in a constructive and collaborative manner.
3. Active Listening Techniques:
Participants will learn how to listen actively and empathetically to understand others' perspectives and resolve misunderstandings effectively.
4. Emotional Intelligence Development:
Participants will develop their emotional intelligence skills to manage their own emotions and navigate challenging situations with composure and empathy.
5. Assertiveness Training:
Participants will learn assertiveness techniques to express their needs, preferences, and boundaries respectfully while maintaining positive relationships with colleagues.
6. Collaboration and Teamwork:
Participants will understand the importance of collaboration and teamwork in conflict resolution and learn strategies for fostering a culture of cooperation and mutual respect within teams.
7. Conflict Prevention Strategies:
Participants will learn proactive strategies for preventing conflicts before they escalate, including effective communication, setting clear expectations, and establishing open channels for feedback.
8. Cultural Sensitivity and Diversity Awareness:
Participants will gain an understanding of cultural differences and diversity in the workplace and learn how to communicate and resolve conflicts respectfully and inclusively.
9. Effective Negotiation Skills:
Participants will learn negotiation techniques to reach mutually beneficial agreements and resolve conflicts in a win-win manner.
10. Personal Growth and Development:
Participants will have opportunities for selfreflection and personal growth, identifying areas for improvement in their communication and conflict resolution skills and developing action plans for ongoing development.
Course Outline
• MODULE 1: OVERVIEW OF CUSTOMER SERVICE
• MODULE 2: UNDERSTAND WHAT BINDS US WITH CUSTOMERS
• MODULE 3: STRATEGIES FOR HANDLING COMPLAINTS
• GROUP PRESENTATION
• MODULE 4: WINNING THE CUSTOMER BACK
• GROUP PRESENTATION
• MODULE 5: STRATEGIES FOR MANAGING WORK STRESS
• GROUP PRESENTATION
*For more information, please click and refer to the brochure.