Handling a Difficult Customer lunch and learn talk in Malaysia

Welcome to our Handling a Difficult Customer lunch and learn talk, where we delve into the art of navigating challenging interactions with customers in the diverse and vibrant business landscape of Malaysia. In today’s competitive market, customer service excellence is paramount, and the ability to effectively manage difficult customers can make all the difference in ensuring customer satisfaction and loyalty. These sessions are designed to equip participants with the skills, strategies, and mindset needed to turn challenging encounters into opportunities for positive outcomes and lasting customer relationships.

Join us as we explore proven techniques for de-escalating tense situations, empathizing with customers’ concerns, and finding mutually beneficial solutions to resolve conflicts. Whether you’re a frontline service provider, a manager overseeing customer service teams, or simply interested in enhancing your interpersonal skills, our Handling a Difficult Customer lunch and learn talk promises to provide you with practical guidance and real-world examples to navigate challenging customer interactions with confidence and professionalism in the Malaysian business environment.

Talk Objectives:

1. Understand Different Types of Difficult Customers: Educate participants about various types of difficult customers, such as the angry, passive-aggressive, or demanding customer, to help them recognize and respond appropriately to different behavior patterns.
2. Learn Effective Communication Strategies: Provide participants with communication techniques, including active listening, empathy, and assertiveness, to effectively engage with difficult customers and de-escalate tense situations.
3. Develop Conflict Resolution Skills: Equip attendees with conflict resolution skills to navigate disagreements or conflicts with customers calmly and professionally, aiming for mutually beneficial resolutions.
4. Explore Emotional Intelligence: Introduce the concept of emotional intelligence and its role in handling difficult customers, emphasizing self-awareness, self-regulation, and empathy as essential components.
5. Master Problem-Solving Techniques: Teach participants problem-solving frameworks, such as the CLEAR model (Clarify, Listen, Explore, Action, Review), to systematically address customer concerns and find solutions that meet their needs.
6. Enhance Customer Empathy: Foster a deeper understanding of the customer’s perspective and emotions to empathize with their frustrations, concerns, and needs, fostering stronger connections and trust.
7. Implement De-escalation Strategies: Provide practical strategies for de-escalating tense situations, including staying calm, acknowledging the customer’s feelings, and reframing negative language into positive dialogue.
8. Practice Effective Boundary Setting: Educate attendees on setting healthy boundaries with customers to maintain professionalism and prevent situations from escalating beyond control.
9. Build Resilience and Confidence: Support participants in developing resilience and confidence in handling difficult customer interactions, empowering them to remain composed and solution-focused under pressure.
10. Measure Customer Satisfaction: Discuss methods for measuring customer satisfaction and feedback after resolving difficult interactions to assess the effectiveness of handling strategies and identify areas for improvement.

As we conclude our exploration of handling difficult customers, we invite you to take proactive steps towards enhancing your customer service skills and ensuring positive interactions with every customer encounter. Join us for our Handling a Difficult Customer lunch and learn talk, where you’ll gain invaluable insights and practical strategies to navigate challenging situations with confidence and professionalism.

Don’t miss out on this opportunity to equip yourself with the tools and techniques needed to turn difficult encounters into opportunities for building stronger customer relationships and fostering loyalty. Reserve your spot today and embark on the journey towards becoming a more effective and customer-focused service provider in the diverse and dynamic business landscape of Malaysia.

More Information:

Duration: 60 minutes

Fees: $1299.97  USD 679.97

For more information please contact us at: contact@knowlesti.my

If you would like to register for this talk, fill out the registration form below.