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Customer Management: How to Handle Difficult Customers

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Customer Management: How to Handle Difficult Customers

Are you prepared to navigate the challenges of dealing with difficult customers with poise and professionalism? The “Customer Management: How to Handle Difficult Customers” training course is designed to equip you with the skills and strategies needed to effectively manage challenging customer interactions. 

In a world where dealing with difficult customers can be stressful and risky, this course will empower you to transform potentially negative situations into opportunities for resolution and improved customer relationships.

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Description

Learning Objectives

Upon completion of this program, participants will acquire these:

  • Develop strategies for managing different types of difficult customers
  • Gain confidence in handling customers appropriately
  • Develop communication skills on empathetic listening, defusing conflict/anger,  speaking assertively

 

Methodology 

  • Brain-friendly/Interactive Lectures
  • Case Studies
  • Role Plays
  • Video/Audio Presentations
  • Practical Exercises
  • Interactive and Engaging Learning
  • Group Discussions
  • Experiential Learning

 

Who Should Attend

This course is suitable for Sales & Marketing Personnel, Administration & Clerical Personnel, Customer Service Personnel, Front Liners

 

Key Contents

Module 1: Understanding Your Customers

Module 2: Handling different types of Customers

Module 3: Communicating with your Customers

Module 4: Building Rapport

Module 5: Turning disappointment into delight

Module 6: What can we do better?

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