Handling Angry, Hostile and Abusive Customers

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.

abusive customerThis 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.

Course Objectives
At the end of the course, participants will be able to:

  • Understand customer needs and know what causes people to be difficult and understand if customers are actually difficult.
  • Manage your own negative feelings when dealing with difficult customers.
  • Apply effective strategies to manage difficult customer-situations.
Course Outline
  1. Demonstrating the “Moments Of Magic” in customer service.
  2. Appreciating customer responses and behavioral patterns.
  3. Who are the difficult customers and what makes them difficult?
  4. Understanding the nature of customer complaints and customers’ needs.
  5. Identify their needs, problems and how to solve them.
  6. Why are customers angry and what are they unhappy about?
  7. Reactions of unhappy customers.
  8. How not to take customers’ wrath and negative emotions personally?
  9. Be part of the solution, not part of the problem – turning anger into appreciation.
  10. Handling angry customers and their emotions – connect and empathise.
  11. Techniques of defusing anger and the tense situation.
  12. Listening and responding skills in managing anger.
  13. Using positive communication and “customer-benefit” statements.
  14. Handling complaints skillfully using structured approaches, techniques, effective communication and problem-solving skills.
  15. Summary and application back-at-work.
Who Should Attend
Service professionals who have to communicate and interact with customers either face-to-face or over the telephone.
Training Methodology
This is a highly participative adult-focused training programme with plenty of discussions, group activities, case studies, role-plays, games, quizzes, video presentations and question/answer/feedback sessions.
Testimonials
“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

Trainer

photo_catherinesyn

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.

NUHS

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.

NUHS

NUHS

Rodney was clear with his presentation and was able to provide comfortable alternative solutions to manage difficult situations.

NUHS

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!

Leitz Tooling Asia Pte Ltd

CapitaLand Limited

The course has excellent content and trainer.

CapitaLand Limited

SPF

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.

SPF

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.

Ang Mo Kio Police Division

Rolls Royce

The pace and supporting examples were just right, reinforcing key concepts.

Rolls Royce

SCEI (A*STAR)

The course was helpful and enlivening.

SCEI (A*STAR)

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.

Ministry of Health

Republic Polytechnic

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

Republic Polytechnic

Nanyang Polytechnic

Good! Thank you

Nanyang Polytechnic

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

BBDO Singapore Pte Ltd

Institute of Education

Thank you for an interesting workshop!

Institute of Education

DSM Elastromers Asia

This course would be useful for my staff

DSM Elastromers Asia

Institute of Education

The course is well conducted

Institute of Education

National Institute of Education

Rodney is very knowledgeable and effective in delivering the training

National Institute of Education

Ministry of Port of Authority

The practical sessions are very useful in helping me understand and apply the new skills and ideas

Ministry of Port of Authority

Nanyang University of Technology

Good participation between the trainer and participants

Nanyang University of Technology

NAFA

Very through and comprehensive

NAFA

Anonymous

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.

Anonymous

SEAP

I was greatly interested in this course. Thank you.

SEAP

AIA

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%.

AIA

MOM

This course is very engaging delivery.

MOM

ITE

Will recommend to colleagues to pick up this course.

ITE

SPF

Very enlightening and enjoyable session. Thank you for the knowledge.

SPF

NYP

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.

NYP

PT Bukit Makmur Mandiri Utama

This course is good with the role play to practice.

PT Bukit Makmur Mandiri Utama

Training Strategies

A good course.

Training Strategies

MCYS

This course has added value to my current work.

MCYS

Ngee Ann Polytechnic

The course is useful and has a number of useful conflict resolution skills that I will most certainly use.

Ngee Ann Polytechnic

Ministry of Education

Comprehensive with good and realistic practical tips, stimulating and thoughts provoking.

Ministry of Education

Ministry of Manpower

Trainer is engaging, enthusiastic and knowledgeable.

Ministry of Manpower

Republic Polytechnic

This course is good and fun.

Republic Polytechnic

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.

Jurong Town Council

Flotech Controls Pte Ltd

Very good course – practical!

Flotech Controls Pte Ltd

Singapore Prisons

Enjoyed the entire course and the rainer is very good in applying examples relevant to the workplace.

Singapore Prisons

Ideal Foods Pte Ltd

Very practical and interesting.

Ideal Foods Pte Ltd

People’s Association

Nancy is a wonderful instructor. She is very knowledgeable.

People’s Association

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.

Institute of Education

KK Hospital

Great course. Exceptional Facilitator.

KK Hospital

Singapore Prisons

Overall is good. I have learnt a lot. Thank you so much Nancy.

Singapore Prisons

Thye Hua Kuan Hospital

Good sharing of experiences by the trainer. I have enjoyed this 1 day seminar.

Thye Hua Kuan Hospital

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.

Nanyang Technological University

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!

WWW Cargo Pte Ltd
Mandarin Orchard, Singapore
21 Aug 2020
Live Virtual Learning
27 Aug 2020

Time

  9:00 am - 5:00 pm

Duration

1 Day

Cost

  S$500 (Nett)

Mandarin Orchard, Singapore

Including Tea Breaks and Lunch

Live Virtual Learning

Enjoy $100 off the course fees for Live Virtual Learning on Zoom
(Fees quoted is before the S$100 rebates)

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