| Event Profile | |
| Class/ Online | Classroom |
| Date | November 14, 2018 |
| Time | 9:00am to 5:00pm |
| Venue | Mandarin Orchard Singapore 333 Orchard Road Singapore 238867 |
| Fee | 7% GST will apply SGD 480.003 & above: SGD450.00 each For Member SGD 456 3 & above: SGD427.5 each |
| Note | Two tea breaks and buffet lunch will be served. Limited complimentary car parking coupons are available upon request. |
| Other Date(s) | 1) May 14, 2024 2) Aug 15, 2024 (confirm) 3) Nov 12, 2024 |
| Trainer | |
| Activity | |
| You may reach us via T: 6204 6214 E: info@ccisg.com Alternatively, you may send below details to register Contact Person Company (optional), Name, Job Title, Mailing Address, Tel, Email Participant(s) Name, Job Title, Email | |
A Practical Guide & Tips To Dealing With Difficult Customers Professionally
Customers are the lifeblood to every business. And many service staff often encounter "the customer from hell..." in their daily interactions with customers. But, why do these customers behave the way they do? Most times, the customer is generally not being difficult but it’s due to our "perception" that they are. Because of that, we are quick to "judge" them as being so and we "communicate" to them in such a manner that may make them respond accordingly, hence creating an uncomfortable & a potentially explosive situation.
In this interesting & highly informative workshop, participants will learn practical tips & guidelines on how to understand and better manage various situations with "difficult" customers in a professional manner.
Customers are the lifeblood to every business. And many service staff often encounter "the customer from hell..." in their daily interactions with customers. But, why do these customers behave the way they do? Most times, the customer is generally not being difficult but it’s due to our "perception" that they are. Because of that, we are quick to "judge" them as being so and we "communicate" to them in such a manner that may make them respond accordingly, hence creating an uncomfortable & a potentially explosive situation.
In this interesting & highly informative workshop, participants will learn practical tips & guidelines on how to understand and better manage various situations with "difficult" customers in a professional manner.
Objective
At the end of this workshop, participants will:
- Learn to "think out of box"
- Understand the customer service role
- Learn communication & listening skills
- Uncover the steps in a customer service encounter (face-to-face or phone)
- Learn service communication skills
- Know what it is that makes a customer "difficult"
- Find out the different types of customers
- Know how to understand the customer
Outline
- Understanding the customer service role
How to keep the customer "a" customer and knowing what the role of customer service means
- Communication & listening skills
Effective use of voice; in-and-out, literal & empathetic listening; avoiding jargon and correct questioning techniques
- Steps in a customer service encounter (face-to-face or phone)
Reason & preparing for the encounter; some common complaints & determining the reasons; ending the meeting or call
- Service communication skills
Proper diction, being alert & adapting to the situation; preparing for the unexpected & the different stages of a service encounter
- What makes a customer "difficult"?
The various issues that can make a customer difficult
- Types of customers
Know the different types of customers - the "I talk you listen...", "Don’t tell me what to do...", "Tell me how can you help..." etc. and suggested phrases to use in various scenarios
- Understanding the customer
Know what the customer really means when he says what he says
Who should attend
This enlightening & very informative workshop is strongly recommended & highly suitable for all staff who are involved in communicating with their customers regularly - whether in the sales, service, technical support or delivery departments, receptionists as well as call centre staff etc.
Methodology
This session includes group discussions, case studies, videos & role-plays.
Testimonial
It was a good workshop and I picked up tips to apply at my workplace. It was entertaining and a fun workshop too. The Trainer has good communication skills and explained well. He gave the techniques and made me realise that nothing is impossible to solve.
Singapore Tourism Board
Enjoyable the training session. Knowledgeable trainer and able to hold the attendtion of all the participants.
Nanyang Girls’ High School
Mr Chua is totally awesome, make us have a bigger topic / idea. Think out of the box.
National Environment Agency
Covered all aspects of the topics. Very specific and details with photos expression. Highly attentive and capture all participants to throughout the session. Mr. Gregory is doing a REALLY good job!
MAKINO ASIA PTE LTD
The outcome can be applied effectively during my practices. The workshop has been well-presented. Mr Gregory Chua was very professional in delivering the workshop / teaching with video clips.
National Environment Agency
Singapore Tourism Board
Enjoyable the training session. Knowledgeable trainer and able to hold the attendtion of all the participants.
Nanyang Girls’ High School
Mr Chua is totally awesome, make us have a bigger topic / idea. Think out of the box.
National Environment Agency
Covered all aspects of the topics. Very specific and details with photos expression. Highly attentive and capture all participants to throughout the session. Mr. Gregory is doing a REALLY good job!
MAKINO ASIA PTE LTD
The outcome can be applied effectively during my practices. The workshop has been well-presented. Mr Gregory Chua was very professional in delivering the workshop / teaching with video clips.
National Environment Agency
Gregory Chua's Profile
Gregory is a very dynamic and entertaining trainer/speaker. With more than 20 years in direct sales, he brings with him a wealth of experience in the field of personal selling - from telephone prospecting techniques to face-to-face selling skills that garner results.
Gaining his experience from marketing office security and medical equipment, Gregory spent 13 years in a local leading business and credit information service provider.
As a Senior Account Manager, he was tasked with marketing the group's services ranging from business/credit information to debt recovery and account receivables management. Besides holding the highest sales record in the company & being responsible for growing the customer portfolio, he also provided regular training sessions to the sales team on the professional & finer art of selling as well as debt recovery techniques to collection officers in the group of companies.
Apart from being the official in-house trainer, Gregory has also conducted many external seminars and workshops to participants from the Government ministries and statutory boards, Multi-National Corporations as well as Small & Medium-sized Enterprises. Some of these include Ernst & Young, BP Singapore, ExxonMobil Asia Pacific, NTUC Income, Hong Leong Asia, Hong Leong Finance, Singapura Finance, Epson Singapore, Chubb Singapore, Tuas Power, Societe Generale, Gleneagles Hospital, National Cancer Centre, National Heart Centre, National University Hospital, J.V. Fitness (California Fitness Centre), Starhub Ltd, Pacific Internet, Tenet Insurance, QBE Insurance (Intl), Maybank, OCBC Bank, HSBC, RHB Bank, ECICS Ltd, Cycle & Carriage Industries & many others.
Gregory was also a trainer for the Singapore Association of Credit Management (SACM) on the certification program "Collections Best Practice."
Gregory believes in the principle of giving only the best of oneself & never shortchanging the company & customers. His motto: "Where knowledge is.....your greatest asset"
Gaining his experience from marketing office security and medical equipment, Gregory spent 13 years in a local leading business and credit information service provider.
As a Senior Account Manager, he was tasked with marketing the group's services ranging from business/credit information to debt recovery and account receivables management. Besides holding the highest sales record in the company & being responsible for growing the customer portfolio, he also provided regular training sessions to the sales team on the professional & finer art of selling as well as debt recovery techniques to collection officers in the group of companies.
Apart from being the official in-house trainer, Gregory has also conducted many external seminars and workshops to participants from the Government ministries and statutory boards, Multi-National Corporations as well as Small & Medium-sized Enterprises. Some of these include Ernst & Young, BP Singapore, ExxonMobil Asia Pacific, NTUC Income, Hong Leong Asia, Hong Leong Finance, Singapura Finance, Epson Singapore, Chubb Singapore, Tuas Power, Societe Generale, Gleneagles Hospital, National Cancer Centre, National Heart Centre, National University Hospital, J.V. Fitness (California Fitness Centre), Starhub Ltd, Pacific Internet, Tenet Insurance, QBE Insurance (Intl), Maybank, OCBC Bank, HSBC, RHB Bank, ECICS Ltd, Cycle & Carriage Industries & many others.
Gregory was also a trainer for the Singapore Association of Credit Management (SACM) on the certification program "Collections Best Practice."
Gregory believes in the principle of giving only the best of oneself & never shortchanging the company & customers. His motto: "Where knowledge is.....your greatest asset"
