Crossed arms, heavy sighs, short replies – you know when a customer's getting frustrated. Worse, these physical signs show they're losing interest in what you're saying, and your shot at keeping their business might be fading fast. Often, difficult or even angry customers aren't expressing frustration with you. These emotions are tied to external situations and psychological stimuli. So, put your great communication skills to work, draw on your superpower of reading the situation, and pick up tips for managing difficult customers to save your customer from churning.

This 1-day program is directed to help participants improve their ability to cope with various difficult behaviors from clients in order to turn them into allies at work. Discover ways to get results through clients and develop positive vibes at the workplace.

Objective

At the end of the course, learners will be able to:

• To understand and reflect on why people behave the way they do in difficult situations
• Learn strategies to effectively manage different types of challenging clients and the situations
• Recognize and manage their own negative feelings when handling challenging clients and the situations
• Increase personal resilience and gain confidence in handling clients appropriately and professionally
• Develop communication skills such as active and empathetic listening

Outline

Who should attend

This workshop is suitable for a wide-range of professional, not limited to frontline customer service representatives, who are keen to develop holistic approaches to manage challenging people.

Methodology

A highly interactive workshop with mini-lectures, hands-on exercises and games, role-play, group activities and trainer-facilitated discussions.

Swing Goh's Profile

DISC Flow® Certified Trainer | Keynote Speaker | Life Coach | People Developer | Facilitator | Change Consultant | Infopreneur

Swing Goh is a Facilitator, Speaker, People Developer, and Courseware Designer with nearly 18 years of extensive experience in hands-on Engineering, Quality, Project Management (in the manufacturing industry), and Customer Service within multinational corporations and various industrial sectors. Her diverse skill set, resourcefulness, and innovative approach make her a highly effective and inspiring facilitator in adult learning.

Swing excels in working within multi-cultural and diverse environments, which enhances her ability to connect with and relate to professionals from different backgrounds. This skill has contributed significantly to her success as a facilitator.

She facilitates WSQ Employability Skills, Generic Manufacturing, and Service Excellence modules, along with customized programs. Her clients include AB Scitex, AMK Town Council, ASME, Broadcom, CHASSasia, Dialog Asia, Evergreen Shipping, Food Empire, Food Junction, Fu Yu Manufacturing, Hexon Technology, Home Team Academy, Jurong Port, K Box, Leonian Holdings, Makino Asia, Maybank, MINDEF, New Port Duty-Free, Oil States Industries, Singapore Power, Singapore Technologies Marine Ltd, Swiss Precision, and Wine Connection, among others. In addition to her facilitation work, Swing is actively involved in courseware development and consultancy, including conducting Training Needs Analysis for corporate clients.

Swing holds a Master’s Degree in Engineering Science (Engineering Management) and a Diploma in Quality Assurance Engineering. She is a professional coach in Transformative Coaching, an International Coach Federation (ICF) approved training program, and is IBM certified in AI and Design Thinking.