Do you have to deal with angry customers?
Have you encounter very demanding and difficult clients?
Do you feel frustrated dealing with unreasonable and aggressive customers?

If we are unable to deal with such customers, the problem may blow up to an enormous complaint, a heated fight or a viral on social media for the wrong publicity. It's never easy to handle difficult people because it affects us emotionally. We definitely don’t want to risk such scenes in our business affecting our branding, reputation or sales.

So, the bottom line is, no matter what your job is, being trained in dealing with angry and difficult clients is really important. If you’re caught off guard in handling difficult and demanding customers, you will not be able to remain calm to solve the problem.

In this course, you will learn what to say and how to say, so that you could save the situation from getting bad to worse. In fact, after being trained, you should be able to turn the situation around and end up with a stronger relationship with your client than ever before. There will be many real-life instances for practice and you will see how you progress in handling people’s emotions just in 2 days.

This program is designed for customer service front liners, supervisors, team leaders of any industry that handles customers who could be difficult and demanding customers.

Day 1
MODULE 1: WHAT CUSTOMERS EXPECT? WHAT IS IN THE BUYER’S MIND?
• Old Customer Service Vs Relationship-based Customer Service
• The High Expectation of Sophisticated Consumers
• Implanting Excellent Customer Service’s Mindset
• How’s does my current Attitude affect my Work? Why am I programmed internally at such?

MODULE 2: DO YOU KNOW WHY YOUR CUSTOMER IS UPSET?
• Understanding why customers are upset, angry or aggressive
• Why customer talk to us that way? What are they communicating?
• Are you listening or just hearing customers’ problems?
• Applying the PERSONALITY Profiling Tool to understand people better
Role Play: How to react to each personality type 

MODULE 3: THE ART OF BUILDING RAPPORT
• How Rapport lead to Trust-Relationship
• Interpreting customers’ Non-Verbal Communication
• Brushing up our Listening Skills for Solution
• Role- play: How to Improve Your Rapport Skills

MODULE 4: SHARPENING PROBING SKILLS
• Improving your probing skills
• The Answer to Solutions is in the Question
• Identifying customers’ hot buttons and preferences
• Discovering what makes customers tick

Day 2
MODULE 5: EMPATHY IMPROVES INTERACTIONS
• What is empathy and how to apply it during heated moments?
• Are you playing the Victim Game or Taking Accountability?
• How to ward off Bad Vibes?
• Creating Lasting Impressions

MODULE 6: CUSTOMER ENGAGEMENT
• From Customer Service to Customer Engagement
• How apology and empathy work hand in hand

MODULE 7: FORTIFY CUSTOMER RELATIONSHIP MANAGEMENT
• Driving Customer Lifetime Value
• Walking the Extra Mile to Exceed Customer's Expectations
• Role Play: Ensuring Customer Retention

MODULE 8: HANDLING DIFFICULT CUSTOMERS WITH A MEDIATION/ADR APPROACH
• How does Dispute Resolution Work?
• Recognising Conflict and Root Causes
• What makes angry Customer calmer
• How to use Alternative Dispute Resolution to Diffuse heated moments
• Complaint-Solving Skills
• Responding to Complaints Through Emails, Phone & Social Media

The course is delivered 80% hands-on experiential learning with delegates fully immersed by the 100% participations – case studies, discussions, demonstrations, role plays and interactive games and music therapy to ensure a fully experiential learning. The other 20% would be interactive lectures to ensure you have substantial input on the new knowledge and the latest research, findings and best practices.