HANDLING DIFFICULT CUSTOMERS AND COMPLAINTS
DESCRIPTION
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.
OBJECTIVE
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
- Experience Positive and Negative Service Encounters
- Appreciate Customer Responses and Behavioural Patterns
- Understand the Nature of Customer Complaints
- Dealing with Different Personality Profiles
- Reactions of a Difficult Customer and the Process of Dealing with Them
- Understand the Nature of Anger and Techniques of Defusing Anger
- Manage Complaints Skillfully Using “CLASS ACT”, Listening and Responding Skills
- Handling Criticisms, Fear, Nervousness and Embarrassment
METHOD
Kegiatan pelatihan dirancang agar peserta dapat memahami secara komprehensif materi yang disampaikan, sehingga dapat dimplementasikan secara aplikatif dalam dunia kerja. Adapun metode yang digunakan adalah:
- Presentation
- Discuss
- Case Study
- Evaluation
DATE & VENUE
| Januari - Maret | April - Juli | Juli - September | Oktober - Desember |
|---|---|---|---|
| 02 - 04 Jan 2024 | 02 - 04 Apr 2024 | 02 - 04 Jul 2024 | 03 - 05 Okt 2024 |
| 09 - 11 Jan 202 | 16 - 18 Apr 2024 | 09 - 11 Jul 2024 | 10 - 12 Okt 2024 |
| 17 - 19 Jan 2024 | 23 - 25 Apr 2024 | 16 - 18 Jul 2024 | 15 - 16 Okt 2024 |
| 23 - 25 Jan 2024 | 01 - 03 Mei 2024 | 23 - 25 Jul 2024 | 24 - 25 Okt 2024 |
| 30 Jan - 01 Feb 2024 | 07 - 09 Mei 2024 | 30 Jul - 1 Agst 2024 | 29 - 30 Okt 2024 |
| 06 - 08 Feb 2024 | 14 - 16 Mei 2024 | 06 - 08 Agst 2024 | 05 - 06 Nov 2024 |
| 13 - 15 Feb 2024 | 21 - 23 Mei 2024 | 13 - 15 Agst 2024 | 12 - 13 Nov 2024 |
| 20 - 22 Feb 2024 | 28 - 30 Mei 2024 | 20 - 22 Agst 2024 | 19 - 20 Nov 2024 |
| 27 - 29 Feb 2024 | 04 - 06 Jun 2024 | 27 - 29 Agst 2024 | 26 - 27 Nov 2024 |
| 05 - 07 Mar 2024 | 11 - 13 Jun 2024 | 15 - 17 Agst 2024 | 03 - 04 Des 2024 |
| 12 - 14 Mar 2024 | 18 - 20 Jun 2024 | 22 - 24 Agst 2024 | 10 - 11 Des 2024 |
| 19 - 21 Mar 2024 | 25 - 27 Jun 2024 | 29 - 31 Agst 2024 | 17 - 18 Des 2022 |
| 26 - 28 Mar 2024 | 05 - 07 Sep 2024 | 23 - 24 Des 2022 | |
| 12 - 14 Sep 2024 | |||
| 19 - 21 Sep 2024 |
Hotel Berbintang di Yogyakarta
Request for Training Venue: Semarang, Solo, Bandung, Jakarta, Balikpapan, Surabaya, Jogja, Lombok, Malang, Makassar and Batam
In House Training Depend on request
FACILITIES
- Training Hand Out
- Digital Material
- Certificate
- Exclusive Souvenir
- Qualified Bag
- Training Photo
- Training room with full AC facilities and multimedia
- Once lunch and twice coffee break every day of training
- Qualified Instructor
- Transportation from airport / railway to hotel and from hotel to the training venue (2 person from one company)
PENDAFTARAN
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