Handling Difficult Situations

Who Should Attend?

Managers or staff who have direct contact with external customers, front line personnel, customer service officers, service technicians and marketing representatives.

*This program can also be conducted separately for the Managers and Non-managerial staff.

Course Price

$800 /pax

Methodologies

Lectures, Group Discussions, Case Studies and Role-Play

Course Duration

2 Days (14 hours)

Full Time

This program address the mindset, emotional intelligence of the learner when handling difficult situation. It also provides skills and methods when taking on such a challenge.

Course Objective

At the end of the course, the trainee will be able to view complaints as opportunity to create customer loyalty and and Handle angry customers with professionalism

Unique Benefits

  • A potent combination of mindset, skills and actions to overcome difficult situations
  • A secret tactic to convert angry customers into delighted advocates for the company

Course Content

The Handling Difficult Situations training would cover the following areas:

  • Positive Mindset
  • Self Management
  • Handling Skills
  • Positive Actions
  • Training Methods

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