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Managing Difficult Customers and Service Recovery
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Managing Difficult Customers and Service Recovery
  • Overview
  • Objectives & Outline
  • Methodology
  • Participant Profile
  • Trainer
  • Overview
    PROGRAMME DETAILS

    DATE

    9 – 10 May 2018

    TIME

    9:00 AM – 5:00 PM

    VENUE

    Asian Banking School
    Managing customer relationships isn't always smooth sailing. With the competitiveness of the business environment, it is essential that difficult customers be managed well.

    This programme considers outcomes where a customer is irate and has become difficult. It explores situations service professionals face every day and how to manage irate customers without affecting performance while salvaging the relationship with customers, and in the process enriching it with powerful Service Recovery actions.

    Managing difficult customers in difficult situations are crucial in Customer Experience Management. The highest amount of service or interaction with your organization and its people normally happens when a customer has an issue/concern or complaint. Managing this delicate situation in the most effective manner normally brings you to a moment of truth with the customer.

    LEARNING LEVEL
    Intermediate
    PROGRAMME FEE*

    AICB MEMBER

    MYR

    2,200

    / PAX

    NON-MEMBER

    MYR

    2,700

    / PAX

    *inclusive of GST
  • Objectives & Outline
    LEARNING OBJECTIVES
    By the end of the programme, participants will be able to:
    • Communicate with an irate customer in an effective manner
    • Package solutions to different customers based on their specific personality profiles
    • Relate to customers of different knowledge levels
    • Communicate solutions across in a structured manner that appeals to an irate customer

    PROGRAMME OUTLINE
    The Perception of Service in the Experiential Economy
    • The evolution of service delivery levels
    • Identifying and understanding your organization’s 4 Levels of service quality 
    • Understanding service expectations of customers

    The Emergence of Dissatisfaction in Customers
    • Understanding the customer dissatisfaction process
    • What are the causes of poor service?
    • Recognizing the triggers of customer dissatisfaction

    Understanding Difficult Customer Encounters
    • The 4 customer knowledge levels
    • Know yourself and your customer’s profile through DiSC
    • The ground rules for handling difficult customers

    Managing Difficult Customers
    • Understanding what causes conflict and the stages of conflict
    • Dealing with difficult customers – The ADR approach
    • Vital tips for dealing with angry and emotional customers

    Competencies for Managing Difficult Customers
    • Effective communication requirements
    • Leveraging on empowerment to initiate the service recovery process
    • 4 building rapport techniques with customers for a memorable customer experience

    Rebuilding Self Confidence After a Confrontation
    • “Don’t take it personally” - identifying personal fears and taking actions to overcome them
    • The psychology of handling difficult customers – repelling negative thoughts
    • Developing the 5 confidence building exercises

    Principles of Service Recovery
    • The 4 components to a successful service recovery programme
    • Fixing the customer as well as the problem
    • The need for a comprehensive service recovery plan
  • Methodology

    The training will be based on the ATCEN PEAK methodology. This will include:

    • High impact short lectures 
    • Case studies and discussions 
    • Lively activities 
    • Multimedia learning enhancement – audio and video 
    • Insightful presentations to the team 
    • Instant feedback from the facilitator 

  • Participant Profile
    • Front line personnel
    • Basic skilled / trained agents / consultants
    • Customer service representatives 
  • Trainer

    Ken Ng

    ATCEN Sdn Bhd

    Ken serves as Principal Consultant for the ATCEN Group – the People Development expert. He is a Certified Professional Speaker, Certified Support Manager from Service Support Professionals Association of America, Certified Trainer from Western Kentucky University, USA and holds a BSc in Marketing and Organizational Communication. Ken has been in the forefront of the Asian sales and customer interaction management industry since the mid-90’s and is better known as the “Sifu” to his peers, colleagues, partners and customers.

    With more than 25 years of both strategic and operational service, sales and customer interaction experience, Ken is an author of numerous articles distributed internationally and has conducted in-depth research and studies on service, sales, marketing, contact centres and the customer experience in Asia Pacific. He is a much sought after speaker and has been involved in providing strategic directions for the Asian service, sales, marketing and customer contact management industry through summits, conferences and knowledge sharing tradeshows. He has been one of the judges of the Customer Relationship Management & Contact Centre Association of Malaysia (CRM & CCAM) Annual Awards in the individual and operations categories since 2005.
    His expertise has led to consulting and performance enhancement engagements regionally with multi-national companies, local conglomerates and Government-linked companies, where he focuses on the mission-critical aspects of contact centre service, sales, marketing and customer interaction Strategic Sales and Service Blueprint design, Turnkey Contact Centre projects, Human Capital Recruitment and Development, Service, Sales and Marketing Framework, People Motivation and Teamwork, Business Development, Key Account Servicing, Business Process Rejuvenation, Performance Management implementation, and Contact Centre Management. 

    Ken has held a variety of leadership, management and operational roles in service, sales, marketing and collections for major service and sales operations which includes being Senior Consultant with the largest business process outsourcing organization in Asia, Head of Technical Support for the Nokia Care Line responsible for supporting the South East Asia and Asia Pacific region, Contact Centre and Marketing Consultant for Microsoft Malaysia, and Sales and Marketing Strategist for the Kirby Company, USA.

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