HANDLING DIFFICULT CUSTOMER

Influencing Difficult Customers

You will learn how to manage difficult customers and turn an otherwise nasty situation into a positive one.

Aces Learning Hub Handling Difficult Customer

BEST CUSTOMER SERVICE EXPERIENCE WITH YOU

As people get better travelled and with the rise of social media, consumers are getting more demanding and difficult with service standards. In the current competitive environment, the only way to stay on top of the game is to ensure that your team of sales and service individuals are able to communicate and connect with all genres of customers.

Upcoming courses

8 Jun 2023

9 am to 5 pm

Face to face

SGD 350 / pax

SGD 550

12 Sept 2023

9.30 am to 4.30 pm

Online

SGD 330 / pax

SGD 530

7 Nov 2023

9 am to 5 pm

Face to face

SGD 350 / pax

SGD 550

HANDLING DIFFICULT CUSTOMER?

Participants will learn tips to identify the different types of difficult customers, through effective questioning and response techniques in order to influence such customers, for both sales and service recovery. In addition, you will also learn how to reduce negative feedback from difficult and demanding customers.

WHAT YOU WILL LEARN IN “INFLUENCING DIFFICULT CUSTOMERS”:

The different types of customers
– Understand the types of customers you handle.
Identify the difficult customers
– How to spot the difficult customers.
– What to do with angry/aggressive customers.
– What to do with manipulative customers.
– Strategise plan of actions to resolve situations.
How to communicate with the difficult customer
– How to listen, not just hear.
– Vital communication skills.
Learn to ask questions to influence the customers, to draw out hidden agenda
Common customer frustrations
– Understand common grouses of customers.
– How to counter and reduce the need for service recovery.
Show your listening and responding stances
– Learn the power stance to calm angry customers.
– Understanding so customers know you care.
Common mistakes to avoid with customers
Service recovery strategies
– How best to handle different feedback.

CLIENT TESTIMONIALS

She shared many experiences that I can relate to, she has positive vibes and great confidence.

I learnt how to be able to better manage difficult patients.

Siti Nadhiral / Medical Lab Technician, NHG Diagnostics

Trainer is very experienced in customer service.

Different type of customers need different approaches. Managing customers, sharing experiences.

Perry Chan / Senior Lecturer, Nanyang Polytechnic

She is able to engage & stimulate interest in participants.

Learnt and understand how to manage customers better – body language and tone, communication.

Jeslyn Gay / Customer Service Representative, National Kidney Foundation

SKILLSFUTURE & SDF GRANT ARE APPLICABLE TO THE CLASSROOM COURSE

The face-to-face version of this course is reimbursable through SkillsFuture (subject to the participant's available credits). Register today, and follow the steps on the SkillsFuture website to claim the amount. Companies can apply for SDF grant for the face-to-face version (claim through Skills Connect).