Managing Upset Customers Constructively And Learning From Service Breakdowns

– Breaking through the old mindset and taking action to delight your customers

If you are in the business of dealing with customers, it is your most important duty to build relationship with customers and ensure they are satisfied with the services received. Service providers know that it is never pleasant to handle irate or irrational customers, although it is extremely worthwhile to keep customers happy and satisfied. This course will impart to your staff the skills of breaking through the old mindset and taking action to delight your customers. If your staff are to practise these valuable customer service skills, everyone involved in the service chain will shine and, this in turn benefits your organization

Course Objectives

At the end of the course, learners will be able to understand:

  • Why is good customer service so important?
  • How to break through the old mindset and taking action to delight customers
  • The different types of customers and why are they so difficult to please?
  • What causes people to be difficult and if customers are actually difficult?
  • How to manage difficult customer-situations professionally?
  • Empowerment and self-management when dealing with angry customers
Course Outline
  1. Experiencing the “Moments of Truth” in customer service
  2. Appreciating Customer Responses and Behavioural Patterns
  3. Breaking through the old mindset and taking action to delight your customers
  4. Knowing who are the difficult customers and what makes them difficult?
  5. Analyzing the reaction of a difficult customer
  6. Understanding the nature of customer complaints
    • Why do customers complain?
    • Why don’t customers complain?
  7. Handling common customer complaints and the irate customer
  8. Knowing how to treat complaints as “gifts”
  9. Soothing difficult callers to achieve understanding
  10. Managing angry customers and their emotions
  11. Understanding the nature of anger
  12. Defusing anger and conquering anger with “Self-Talk”
  13. Knowing what angry customers actually want
  14. Understanding the impacts of negative and positive communication
  15. Listening and responding skills in managing anger and customer complaints
  16. Resolving customer complaints with effective communication, listening and problem-solving skills in a structured manner
  17. Applying EQ and empowerment to recover service to win over upset customers
  18. Understanding gestures and non-verbal communication signals
  19. voice, proper body posture and facial expression
  20. know how you look and sound in an angry customer-situation
  21. Handling criticisms, fear, nervousness and the greatest enemy
  22. Summary and application back at work
Training Methodology

A highly interactive adult-focused programme with plenty of real-life scenario discussion, sharing, case studies, role-plays, games, quizzes and question/constructive feedback sessions.

Who Should Attend?

All staff who place service paramount to their continued success, especially front-line service personnel who have to deal with customers regularly in the course of work.

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

“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

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.

SPF

The course is very informative and was very well delivered by the lecturer.

SPF

SPF

The course contents were clear and precise. The instructor was able to keep the class highly motivated and engaged.

SPF

ICA

From this course it clears up my misconception regarding counseling in terms of the outcome that shouldn’t come from me. I realized my role of counseling people. Thank you for the valuable sharing.

ICA

IDA

Mr. Praga is very good and thus makes one thinks hard and deep. Thank you.

IDA

Singapore Customs

The role-play was helpful. MICA This was a very interactive and engaging workshop. I get to learn a lot.

Singapore Customs

Singapore Customs

Has gained several insights into the topic and has been beneficial with the several coaching model available to work with.

Singapore Customs

MCYS

Good trainer, enjoyed his course.

MCYS

SPF

A very good course with spiritual enlighten and very pleasing to my soul. Well done! Brilliant lecturer!

SPF

HAS

Trainer is good who love to share his knowledge and methods.

HAS

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

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
01 Dec 2020

Time

  9:00 am - 5:00 pm

Duration

1 Day

Cost

  S$ 450 (Nett) S$ 180 (After PIC Cash)

Mandarin Orchard, Singapore

Including Tea Breaks and Lunch

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