Defusing the Bomb: Techniques for Handling Hostile Customer Interactions
In every type of business we are providing, we are bound to encounter irate, demanding and unreasonable customers. Service providers can well appreciate that it is never pleasant to handle irate or irrational customers, even though they know it is important to keep customers happy and satisfied.
This course will impart to your staff the skills of how to handle difficult customer-situations confidently and resolve their complaints effectively, either over the counter or on the phone. If you have the ability to practise this valuable communication and problem-solving skills to handle each and every difficult customer, we will be able to turn most of the challenging moments into opportunities.
Rodney has provided alternatives to handle employees in different work context. Through effective communication tactics and K.S.A approach, employees faces can be understood and furthermore improve on their performance.
Rodney was clear with his presentation and was able to provide comfortable alternative solutions to manage difficult situations.
Leitz Tooling Asia Pte Ltd
Thanks for all the interesting stories and for sharing them with the class. Nothing beats personal experience. NYP Elisabetta conducted a truly inspirational and eye opening training!
The course has excellent content and trainer.
Mr. Leonardo not only cover powerful conversation at workshop, he had also share about his stories. It does come in handy. I will definitely do some soul searching and thereafter apply what I have learn from his workshop.
Ang Mo Kio Police Division
Mr. Leonardo is very knowledge and he deliver the topic very clearly and participant are easier to understand. The video shown were very good and meaningful.
The pace and supporting examples were just right, reinforcing key concepts.
The course was helpful and enlivening.
Ministry of Health
Very Insightful, Leonardo is able to engage the audience and help them analyse the barriers on communication. It goes deep enough to allow the participants to search their own thinking and make good changes to unhealthy habits. The practical presentations and demonstration are very helpful in learning the new concepts.
Very Insightful, let me know more about myself and how I can improve my communication. I would definitely benefit from this course, applying what I had learnt
Good! Thank you
BBDO Singapore Pte Ltd
I enjoyed the self-discovery journey, it allowed me to pause and reflect upon my current state, challenges I face and that I will have to make a choice and decide how I want the future to be. I am really glad to have attended the course
Institute of Education
Thank you for an interesting workshop!
DSM Elastromers Asia
This course would be useful for my staff
Institute of Education
The course is well conducted
National Institute of Education
Rodney is very knowledgeable and effective in delivering the training
Ministry of Port of Authority
The practical sessions are very useful in helping me understand and apply the new skills and ideas
Nanyang University of Technology
Good participation between the trainer and participants
Very through and comprehensive
Dr Gabriel, thank you so much. Will live by your parting advice: It is not knowledge but consciousness of body language! Thanks again. Great course! Gabriel is really an experienced person.
I was greatly interested in this course. Thank you.
This is an excellent program to improve the aesthetics and impact of PowerPoint without making it looks cheap or amateurish. I’m amazed at how my skills improved by almost 300%.
This course is very engaging delivery.
Will recommend to colleagues to pick up this course.
Very enlightening and enjoyable session. Thank you for the knowledge.
Previously attended michael’s course. Finds that he constantly updates materials and customizes to suit class needs. Addresses case studies brought up in class to make it appreciable throughout.
PT Bukit Makmur Mandiri Utama
This course is good with the role play to practice.
A good course.
This course has added value to my current work.
Ngee Ann Polytechnic
The course is useful and has a number of useful conflict resolution skills that I will most certainly use.
Ministry of Education
Comprehensive with good and realistic practical tips, stimulating and thoughts provoking.
Ministry of Manpower
Trainer is engaging, enthusiastic and knowledgeable.
This course is good and fun.
Jurong Town Council
This course has been excellent and an eye-opener. It is most definitely very informative and appropriate. It is also a reality check for all of us.
Flotech Controls Pte Ltd
Very good course – practical!
Enjoyed the entire course and the rainer is very good in applying examples relevant to the workplace.
Ideal Foods Pte Ltd
Very practical and interesting.
Nancy is a wonderful instructor. She is very knowledgeable.
Institute of Education
Nancy is already a motivator. Allows me to see things at different angles. Totally agree with her that a lot of situation is about managing oneself. Enjoy her course totally.
Great course. Exceptional Facilitator.
Overall is good. I have learnt a lot. Thank you so much Nancy.
Thye Hua Kuan Hospital
Good sharing of experiences by the trainer. I have enjoyed this 1 day seminar.
Nanyang Technological University
I will recommend this to my colleagues who have negative attitude towards their life, so that they can maybe change their mindset after that.
WWW Cargo Pte Ltd
Nancy is very clear, engaging and insightful. She is able to tap on her vast experience to share with us ideas and ways to deal with different kinds of people. Great!