HANDLING CUSTOMER

COMPLAINTS POSITIVELY

To identify why customers become 'difficult' and the consequences

faced by the organization as a result. This two day interactive course

will show delegates how to handle difficult situations with greater

confidence and skill enabling them to turn it into a long term customer

relationship.

Course Objectives

Develop skills in handling challenging customer service

situations and difficult customers

Increase levels of confidence when dealing with difficult

situations

How to deal with unacceptable behavior

How to address difficult customer situations assertively

Learn how to communicate calmly and professionally under

pressure

Learning to compromise

Build a personal toolkit of tips and techniques

Course Details

Trainer : ANITA SHANMUGAM

Date : 7-8 Mar 2017 (2 days)

Venue : Amcorp Mall, Petaling Jaya

Scheme : PSMB - SBL

Who’s Suitable for this?

Account Managers & Representatives,

Customer service representatives (CSRs),

Call center personnel, Front / Help desk

personnel, Tellers and Business

Professionals

Individual Price

RM1, 350 per pax (exclusive 6%GST)

Group Discount (3pax and above)

RM1, 200 per pax (exclusive 6% GST)

Early Bird Discount (Before 10 Feb ’17)

RM1, 147.50 per pax (exclusive 6% GST)

EARLY BIRD DISCOUNT

Get 15% off if you sign up before 10 Feb 2017

Course Outline

MODULE 1 - SHARING DIFFICULT CUSTOMER

SITUATIONS

Icebreaker

Building a foundation for – Case study & group

presentations

Understanding your customers complaints – Case

study

Uncovering customer expectations – Group

exercises

MODULE 2 - IDENTIFYING AREAS THAT CAN GO

WRONG BETWEEN CUSTOMER RELATIONSHIPS

Moments of Truth

Service Cycle

Appreciate how delivering excellent customer

service reduces your personal stress at work

MODULE 3 - MANAGING DIFFERENT CUSTOMER

TYPES

Understanding 7 different customer type

Prepare yourself to handle the different

customers types by knowing how and where they

get their expectations

Communicating calmly and confidently under

pressure and conveying your message in a

professional manner

MODULE 4 - DIFFERENT COMMUNICATION

CHANNELS AND THEIR EFFECT - TELEPHONE & FACE-

TO-FACE

Avoiding the most common telephone mistakes

Establishing Rapport- Role Play

What works in Face to Face Communication?

Using a positive tone

Methodology

Participants are encouraged to apply whatever practical and job experiences

they have gained to group and class discussions. This course is highly

interactive and uses diverse teaching methods (lectures, readings, cases,

role-plays, group work, pair discussions, and videos) to accommodate

different learning styles.

Day 1 and Day 2 Timing

Class Time: 0900 – 1700

Break: 1015 – 1030 / 1515 – 1530

Lunch: 1300 – 1400

MODULE 5 - HANDING COMPLAINTS USING THE

ASAP TECHNIQUE

Being on the 'Firing Line' – The ASAP Technique

Learn to recognize warning signs

Deal more confidently with conflict situations

Emotional Triggers of conflict

Deal more confidently with upset customers

Asking pertinent questions and gathering the

facts

Ensuring the Customer Feels Listened To

Role Plays

MODULE 6 - SERVICE RECOVERY

Understanding Service Recovery

Brainstorming

Putting it into Practice

MODULE 7 - MANAGING STRESS

Isolating the probable problem source

Knowing when to escalate

Taking corrective and preventive action

Managing your stress and reactions

Trainer Profile

Anita Shanmugam

Bachelor of Business Administration

Royal Melbourne Institute Of Technology, Australia

NLP Certified Practitioner

Anita Shanmugam has intense dedication towards improving personal and organizational performances. With a track record of 9

years in the corporate sector, Anita brings extensive experience from the corporate world and is now considered amongst the new

breed of dynamic “Human Relations Trainers” blending practical concerns.

She is a certified NLP Practitioner who believes one needs to be able to communicate with and influence oneself, family, friends,

colleagues or clients. She believes that professionally, everyone needs to understand how important it is to be able to make oneself

understood and to influence effectively. It takes a real skill to understand and grasp new concepts quickly from others and to be able

to communicate at all levels.

Currently she is a communication skills trainer for all levels including operations, supervisory and managerial staff, conducting

training programs in Bahasa Malaysia and English language. Along with Business Communication, she conducts training programs

in Mastering Communication and Learning Skills, Assertive Communication, Team Building, Time Management, EQ and Leadership,

Change Management and Personality Development, Business Writing – Communicating and Writing in a Dynamic Style, Mastering

the Art of Effective Communication, Structuring and Writing Reports, Preparing Management Reports, Communication and

Interpersonal Skills for Executives, Communication and Interpersonal Skills for Managers, Mind mapping, Note Taking and Idea Tree,

Excellence in Communication and EQ Using NLP Techniques, as well as Participating and Leading Effective Meetings at the

Workplace.

She displays a high level of energy--her sessions are full of enthusiasm and zeal. Anita is very creative and has a vision to train people

all across the globe. She has also successfully designed, developed and customized training programs to the unique requirements of

the client for various programs.

Organisations that have benefited from her expertise include Etiqa Insurance And Takaful, Universiti Putra Malaysia, Inti College,

Lembaga Tabung Haji, Perodua, Petronas Ferlitlizer, Pacific Mutual, Royal Danish Embassy, Columbia Healthcare, Malaysia Institute

Of Accountants, Ranhill Worleyparsons Sdn Bhd, Shell Global Malaysia Sdn Bhd, Titan Petchem (M) Sdn Bhd, Valuecap Sdn Bhd,

Kuari Pati Sdn Bhd, Prestariang Technology Sdn Bhd, Chemtube (M) Sdn Bhd, Digi, Bank Negara, Awc Berhad, Kertih Terminals Sdn

Bhd, In-Situ Maintainance Service Sdn Bhd, Prestariang Technology Sdn Bhd, Kic Group Sdn Bhd, P.P Steel Service Centre Sdn Bhd,

Royal Selangor, Nestle, Star, Idaman Pharma, Hicom Teck See, Sunguard as well as Telekom.

She is truly a dynamic trainer who is also a strong believer of integrative learning, which involves multiple levels of intelligence. She

believes that training must be relevant to the organization and fun to the participants to achieve a win-win situation for all parties.