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  Ms. Shamini Hari Dass
  Trainer & Consultant  
  Event's Profile  
Date : 14 & 15 March 2019
Time : 9am - 5pm
Suite 7-5, Level 7
Wisma UOA II
21, Jalan Pinang
50450 Kuala Lumpur
  Online Registration, please register here
  Registration via Fax,
please download form here
and fax it to (603) 2713 6869.
  PM Resources' Contact  
(603) 2713 6868
(603) 2713 6869
  In-house Training  
  Apart from the above program, the following are also available for in-house training:
1. Business English
2. Business Writing Training
3. Effective, Impactful and Memorable Presentation Skills
4. Persuasive Business Communication Skills at Work
5. Effective Supervisory Skills & Personal Development Workshop Outline
6. Stress Management: How to Manage Workplace Stress Effectively?
7. Logistics Concepts & Practices
8. Pengurusan Rantaian Bekalan (Supply Chain)

Managing Difficult Customers
A 2-Day Programme
Date : 14 & 15 March 2019 (Thursday & Friday)
Time : 9.00 am - 5.00 pm

As service providers, we sometimes find ourselves facing or handling “difficult customers”. When we have to deliver “bad news”, say “no” to customers or to people in power, we’re often tempted to placate and a “yes”. It is indeed a challenge trying to balance the need to be service-oriented and the need to deliver difficult messages to our customers.

This one day course teaches service providers how to manage difficult customers situations more effectively that work towards joint problem-solving/ agreement.

The uniqueness of this programme is that it aims to make theories learnt simple and practical. It aims to leave participants confident to apply these theories immediately and later at the workplace.

Most importantly participants will learn in a fun, supportive and enjoyable environment.

  • Identify customer’s service expectations in today’s economy
  • Identify what causes customers to be demanding or difficult and the consequences
  • Identifying different customer personalities via phone and email and adjusting your personality style to build rapport with the customers
  • Develop strategies for managing different types of difficult customers
  • Gain confidence in handling customers appropriately
  • Develop communication skills on empathetic listening, defusing conflict/ anger/ speaking assertively
Programme Outline
Module 1: Service Expectations In Today’s Economy
  • Introduction
  • Experiencing Sharing: My personal positive service experience
  • Creating a branded customer service experience
  • What it takes to create a “WOW” service experience
Module 2: What makes customers difficult?
  • Case study: using real complaints, analysing reasons customer are dissatisfied
  • Discuss reasons at work customers become difficult
Module 3: Competencies for Managing Difficult Customers
  • Becoming a professional communicator
  • Becoming an empathetic listener
  • Factors that hinder listening
  • Asking the RIGHT questions to understand the customer better
Module 4: Managing various customer profile
  • Customer’s levels of knowledge
  • Identifying my personality profile
  • Identifying personalities of my customers via phone and email
  • Adjusting my personality style to communicate effectively with customers
Module 5: Managing Difficult Customers
  • What causes conflict
  • Emotion vs Logic: Calming an emotional customer
  • Using the HEAT Technique to manage the customer
  • Positive phrases to use
  • Negative phrases to avoid
Module 6: Handling Difficult Situations
  • Finding the true reason to diffuse the customer
  • Restoring customer’s confidence in you
  • Handling a customer who is verbally abusive
  • Saying “NO” without saying NO!
  • Sample phrases to use
Module 7: Personal Action Plan
  • My S.M.A.R.T. Goals
Module 8: Resolving Conflict
  • Using a conflict resolution process
  • Maintaining fairness
  • Seeking help within the team
  • Seeking help outside the team
Module 9: Tips for special situation
  • What to do if you’ve been promoted within the team
  • What to do if you’re leading a brand new team
  • What to do if you’re taking on an established team
Module 10: A Survival Guide for the New Supervisor
  • Ask the right questions of the right people
  • Go to Gemba
  • Keep learning!
Who Should Attend
  • Customer Service Professional
  • Senior Executives
  • Service Providers
  • Team Leaders
  • Mini lectures
  • Role play
  • Group discussion
  • Case studies
  • Videos
  • Personality assessment
  • Personal feedback and review
Your Investment
Early Bird
RM1450.00 per participant
RM1550.00 per participant
Special Fee
Sign up 3 participants for the price of 2 participants

*Your investment includes materials & notes, lunch, tea break and certificate of attendance
PM Resources Sdn Bhd (Co. No. 466686-P)
Suite 7-5 Level 7, Wisma UOA II, 21 Jalan Pinang, 50450 Kuala Lumpur | Telephone: +603 2713 6868 | Fax: +603 2713 6869 |
Email: training@pm-resources.com | Website: www.pm-resources.com/training-series

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