HANDLING DIFFICULT CUSTOMERS & COMPLAINTS – Half Confirmed

ACARA

23 – 25 November 2016 | Rp. 6.500.000,- di Hotel Cavinton, Yogyakarta

DESCRIPTION HANDLING DIFFICULT CUSTOMERS & COMPLAINTS

In every type of business, you 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 workshop will impart to you the skills of how to handle difficult customer-situations confidently and resolve their complaints effectively, either over the counter or on the telephone.

If you have the ability to practice these valuable communication and problem-solving skills, you will be able to turn most challenging moments into opportunities.  This will certainly help customers to build more trust and confidence in your services.

OBJECTIVES HANDLING DIFFICULT CUSTOMERS & COMPLAINTS

Upon completion of this workshop, participants will be able to;

• Know what causes people to be difficult and understand if customers are actually difficult
• Manage your own negative feelings when dealing with difficult customers
• Identify personality styles and apply effective strategies in handling them
• Manage difficult customer-situations more professionally
• Target Audience
• Service practitioners who have to provide customer service and manage customers’ expectations in various difficult customer-situations.

OUTLINE HANDLING DIFFICULT CUSTOMERS & COMPLAINTS

1. Experience Positive and Negative Service Encounters
2. Appreciate Customer Responses and Behavioural Patterns
3. Understand the Nature of Customer Complaints
4. Dealing with Different Personality Profiles
5. Reactions of a Difficult Customer and the Process of Dealing with Them
6. Understand the Nature of Anger and Techniques of Defusing Anger
7. Manage Complaints Skillfully Using “CLASS ACT”, Listening and Responding Skills
8. Handling Criticisms, Fear, Nervousness and Embarrassment

INSTRUCTOR HANDLING DIFFICULT CUSTOMERS & COMPLAINTS

Drs. Audith M. Turmudhi, Psi., MM and Team

METHOD HANDLING DIFFICULT CUSTOMERS & COMPLAINTS

1. Presentation
2. Discuss
3. Case Study
4. Evaluation

TIME & PLACE HANDLING DIFFICULT CUSTOMERS & COMPLAINTS

• 23 – 25 November 2016
• Hotel Cavinton Yogyakarta
• Pukul 08.00 – 16.00 WIB
• Request for Training Venue: Semarang, Solo, Bandung, Jakarta, Balikpapan, Surabaya, Jogja, Lombok, Malang, Makassar and Batam

In House Training Depend on request

INVESTATION HANDLING DIFFICULT CUSTOMERS & COMPLAINTS

• Course Fee : Rp. 6.500.000,-/participant (non residential)
• Special Price : Rp. 5.500.000,-/participant (non residential) Min. 2 Peserta dari perusahaan yang sama

FACILITIES HANDLING DIFFICULT CUSTOMERS & COMPLAINTS

1. Training Hand Out
2. Digital Material
3. Certificate
4. Exclusive Souvenir
5. Qualified Bag
6. Training Photo
7. Training room with full AC facilities and multimedia
8. Once lunch and twice coffee break every day of training
9. Qualified Instructor

HANDLING DIFFICULT CUSTOMERS & COMPLAINTS

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