Courses

Handling the Needs of Challenging Customers through Effective Communication

Course Duration
16 hours (2 days)

Course Fees
S$650.00/- per pax (GST inclusive)

Venue:Main Office (Bendemeer)
72 Bendemeer Road, #03-29 Luzerne, Singapore 339941

More Information
IN-HOUSE training available (Terms and Conditions apply)

Course Objective
The objective of this training is primarily to address concerns regarding

  • Handling the needs of difficult customers
  • Poor communication
  • Poor frontline services
  • Low motivation
  • Absence of teamwork in the department
  • Conflicts at workplace resulting in low morale

This 2 days training has been divided into 2 levels of training which integrates all these concerns and will the focus on cases and scenarios.

Methodology
Workshop will include lectures, role-play, case study and simulation activities.

Who Should Attend?

  • Customer Service Staff
  • Front liners
  • PR/Admin Staff
  • Executives/Officers

Methodology
Workshop will include lectures, role-play, case study and simulation activities.

Course Content

  • What is effective communication?
  • Communication Barriers: How it has an influence in customer care?
  • Cultures: Are customers the victims?
  • The Basic Rules of Customer Service in Dealing with Difficult Customers
  • The Art of Handling the Needs of Challenging Customers
  • Looking from the Customers’ Perspective
  • A Positive Attitude in dealing with Challenging Customers
  • Individual & Teamwork: What are the differences?

Certification
Certificate will be awarded to participants who successfully complete the course and pass the assessment.

No Entry Requirements.
Classes
Schedules

Weekday class

Day 1 – 2 : 08:30:00 – 16:30:00

Weekend class

Day 1 – 2 : 09:00 – 17:00


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