Wooing Unhappy Customers in Service Recovery
- Turning Unhappy Customers into Money
When your service personnel can handle customers’ problems independently, they can ensure both their personal growth in the workplace as well as provide a productive, progressive and professional workforce in the organisation. They will need to deploy a variety of tactics in salvaging difficult customer-situations in complaints handling both over the telephone and face-to-face with internal and external customers.
Participants will learn how to apply the following:
- Be the professional service provider to demonstrate the “Moments of Truth”
- Delight customers by adding value and exceeding customer expectation
- Cultivate a telephone voice and ear to enhance telephone interaction
- Anticipate customer’s feelings and needs to respond with empathy and care
- Answer to customer complaints intelligently using the correct approach
- Eliminate negative elements in conversation to prevent irritation and frustration
- Be empowered to demonstrate professionalism to solve customer problems
- Practise effective communication and problem solving skills to manage complaints
- Understand what influence your customers to be loyal
- Demonstrate positive “Moments of Truth” and Empowerment
- Delight customers by delivering exceptional customer service
- Know why do customers complaint and why don’t they complaint
- Practise proper telephone mechanics and human fundamentals
- Prevent major telephone weaknesses and cultivate the telephone ear and voice
- Pitfalls to avoid in managing difficult customer-situations
- Know how you look and sound as you listen, ask questions and respond
- Give persuasive explanation for better understanding and co-operation
- Use convincing negotiation techniques for a win-win combination with complainants
- Meeting pleasantries – little things pay huge dividends in service
- Use positive and customer-benefit vocabulary to please unhappy customers
- Apply effective communication and problem-solving skills in complaints handling
- Summary and back-to-work application
A highly interactive adult-focused training programme with plenty of case studies, role-plays, questions and answers sessions and trainer-facilitated group discussions.
WHO SHOULD ATTEND?
For front-line, sales and service, engineering, technical, administrative, secretarial, accounting professionals and anyone who wants to know how to practise service recovery in complaints handling.
“We are delighted to have attended your training. Your good understanding of our work context and the interesting ways which you delivered the important messages attracted the our attention and learning. The value-added service pointers gave us a firm foundation to model and learn from.”
– Manager, Nanyang Polytechnic
“The knowledge and skills shared were greatly appreciated and I could better equip myself in managing their difficult customers situations more confidently. I believe I can bring service to the next level after attending this course.”
– Customer Service Executive, Loreal
“The case studies, examples and service role playing are very applicable to our line of work. Catherine understands our job nature well and is able to provide practical skills for us to apply in our daily work.”
– Customer Service Manager, Mobile One
“It has been fun and insightful to learn skills which are applicable to my line of work.”
– Customer Service Executive, International Hotel Chain
“Catherine was very positive and engaging and has had great experience in all aspects of this course. Perfect!”
– Manager, Coca-Cola International (Thailand)
“I would like to express my heartfelt appreciation for the excellent training you had conducted for us. The workshop was engaging. fulfilling and interactive. I found it beneficial and would apply the skills learnt in the workplace.”
– Sales Manager, Sony Asia Pacific
“Excellent course. Great delivery and trainer was concise and succinct during the presentation. High level key values that make an impact rather than minute details which would be forgotten or lost over time. Thanks, Catherine.”
– Manager, Republic Poly
“Interesting trainer, able to capture the attention of the class and spice up the atmosphere for conducive learning. It was excellent, and I highly appreciate it.”
– Executive, Ministry of Home Affairs
“I found Catherine to be extremely confident, patient, and knowledgeable. I learned many things from this course which will be useful for me in my everyday dealings.”
– Customer Service Manager, MSIG
ABOUT THE TRAINER
Catherine Syn has conducted both public and in-company seminars and workshops in Secretarial & Office Administrative Practices, Business Correspondence, Report, Proposal and Minutes Writing, Customer Service, Handling Complaints & The Difficult Customer, Teambuilding, Time & Stress Management, Communication & Relationship Management. She has been working closely with individual client companies on the development and design of training programmes to their specific organisation’s training and developmental needs. An approved lecturer with the Singapore Ministry of Education, Catherine studied Business in Australia, was a Corporate Member of the Institute Of Administrative Management (U.K.) and a WDA ACTA certified trainer for WSQ courses including Certified Service Professional. She has held the positions of Executive, Manager, Corporate Trainer and Consultant for the past three decades.
Since 1990, she has been training management professionals, managers, executives, secretarial, administrative, front-line sales, engineering, operations and service staff of both public and private sectors in Singapore, ASEAN and China. As an experienced trainer, she has successfully applied service qualities principles and competency assessments in all her communication courses in the areas of business writing, face-to-face communication, customer service, managing difficult customer-situations using effective interpersonal, communication and problem-solving skills. A versatile and bi-lingual trainer, she relates well to all participants and has excellent delivery and presentation skills that meet the motivational needs of each and every participant.
Among the many companies she has provided training for, some of them are: Ritz Carlton, Swiss Hotel Merchant Court, Marina Mandarin, Becton Dickenson, Sony Asia Pacific, NTU, Singapore, Ngee Ann and Nanyang Polytechnics, ZhengHua Primary School, Carrier Transicold, Marsh Brokers, China Taiping Insurance, AIA, Etiqa, Liberty Insurance, SIA, Komatsu, DSO, DFS, NYK, AET Tankers, Du Pont, Senoko Power, John Crane, Hewitt, SembCorp Marine, Nippon Express, Nippon Koa, German Centre, Tanaka Electronics, SOXAL, Speedy Tech, NatSteel, Philips Singapore, Teck Wah, PSA, LTA, HDB, CPF, DSTA, RSAF, MCMD, Ministry Of Education, Traffic Police, Ministry of Home Affairs, GSMB, CSIT, CAAS, CIAS, SATS, LTA, A-Star, Toshiba, AWWA, SingStat, Department of Statistics, Crown Worldwide, Schenker, Keppel Shipyard, Alpine Engineering Services, Sanmina-SCI, Geotronics, ABB Industry, ICPAS, Loreal, Shisedo, Sa Sa Cosmetics, Cummins Diesel, EM Services, Esmaco, M1, Sankyu, Snap-On Tools, Makino, Bureau Serve, PerkinElmer Singapore, ST Aerospace Engineering, Chartered Semiconductors, AGC Flatglass, Hunting Energy, Orange Business, Cristofori, LF Contennial, Wah Yang Production, Malayan Natural Liquidfied Petroleum & Gas in Sarawak, Coca-Cola In Thailand, Maldives International Airport and MNCs in China.