TRAINING COURSES

Handling Difficult Customers & Service Challenges

Summary


Price:
$240
Language:
English
Funding:
WSQ/SDF,SkillsFuture Credit
No. of Days:
1 Day
Location:
Central
Funding Individual
Full Cost S$240
Please refer to the "Funding" tab to understand details breakdown
How much you need to pay? Login to find out more about the funding
Course Date

Course ID

Course Start Dates / Time

Remarks

Course Status

PDIW701 11 Dec 2020 Fri / 09:00 am - 06:00 pm Virtual Classroom Available Book Now
PDIW702 22 Jan 2021 Fri / 09:00 am - 06:00 pm Virtual Classroom Available Book Now

Your role as a service professional can be daunting. You are the first line of contact, who can also become the first to be attacked. Many of us have had to deal with angry or upset customers at some point, and they can indeed be difficult. Knowing what to say and how to stay calm and professional will go a long way to protect your business and brand image.

Learn to identify service challenge triggers, effectively manage your 5 key dimensions of service quality, and tap on negative feedback to initiate processes to fail-safe your business. Your greatest service challenges could well become your biggest breakthroughs to impress the customer and foster brand loyalty.

  • What do you do when a customer confronts you for something that’s no fault of yours?
  • How can you keep calm and carry on when you are being yelled at?
  • What service recovery methods can you use to win back upset customers and regain trust?

EXAMINE THE TRIGGERS THAT LEAD TO SERVICE CHALLENGES

  1. Identify the triggers that anger or upset customers
  • Recognise what makes customers upset, angry or complain
  • Realise how perceptions become reality
  1. Analyse the dimensions of unmet expectations that can lead to different types of service challenges
  • Unpack the 5 dimensions of service quality
  • Review potential gaps in service quality that lead to customer dissatisfaction
  • Brainstorm ways to narrow identified gaps in the 5 dimensions of service quality

RESPOND TO SERVICE CHALLENGES THROUGH EFFECTIVE MANAGEMENT AND COMMUNICATION

  1. Review the importance of responding promptly to unhappy customers
  • Step into the shoes of the upset customer to sense their frustrations
  • Establish a service-oriented mindset when interacting with customers and problems
  1. Keep calm and carry on by managing personal emotions
  • Apply self-awareness and self-management techniques to remain calm and collected when dealing with difficult customers
  • Adopt self-motivation techniques to remain resilient amid service challenges
  1. Apply principles of effective communication to project the correct visual, verbal and vocal messages
  • Convey thoughtfulness and empathy with positive body language and appropriate tone of voice
  • Use magic and avoid tragic words
  • Develop empathetic listening and apply reflect feeling responses to connect with the customer

ACTIVATE SERVICE RECOVERY AND ESCALATION PROCEDURES

  1. Resolve service challenges through service recovery procedures
  • Respond to service challenges through a systematic 5-step process
  • Utilise healing actions in service recovery
  • Diffuse tense situations before they escalate into a nasty conflict
  1. Escalate unresolved service challenges through proper channels and procedures
  • Understand how unresolved service challenges should be treated and escalated
  • Make effort to provide suggestions for improvement and innovation to fail-safe the business operations

Location:
Central
Address:
100 Pasir Panjang Road
Building Name:
-
Postal:
118518
...
Imageworks

Established in 1995, we have over 24 years of experience in enhancing the polish in people that yields noticeable results. We have worked with clients from different walks of life across diverse industries and cultures, making us the leading image consultancy and training organisation in Asia today.

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The following are details breakdown of the funding

Individual
*Funding
WSQ Login to find out more about the funding
SkillsFuture -
Productivity & Innovation Credit -
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Note

  • Funding is subjected to approval from the government agencies
  • The amount is calculated based on the "Up to" percentage of the course fees
  • Taking into assumption that you have not fully utilized the SkillsFuture Credit and Productivity & Innoviation Credit Scheme

 


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