Effective Techniques for dealing with difficult Customer

Introduction

Customer service has to be a team effort and not just the responsibility of employees who deal with the public directly.

Providing good customer service is a vital part of managing a business. Most customers have the option to go elsewhere if the quality of customer service is lacking. On the other hand, good customer service is a source of competitive advantage.

Good customer service leads to customer satisfaction. Satisfied customers are more loyal and profitable. Dissatisfied customers take their money elsewhere – and tell their friends about the poor service they have received.

Benefits of good customer service

The potential benefits to the firm from providing a consistently high level of customer service include:

Increased sales – more likely to try out other products/services too
Customer loyalty –more likely to be a source of repeat business and to recommend the business to friends and family
Enhanced public image – helps build a brand and provides protection if there is a slip-up in customer service
More effective workforce – satisfied customers help create a positive working environment

It should be evident from the points made above that the benefits of good customer service are interrelated, i.e.

Satisfied customers will lead to more sales from their own repeat business and from the new customers generated by their recommendations
A positive public image will generate more sales by attracting new customers
Staff who deliver good customer service receive their customers’ appreciation and are further motivated to offer good customer service and so on

Benefits of good customer service

Understanding your difficult customer
How to response to the customer
How to handle your difficult customer internal/external

Program Highlights

What you can learn?

What is difficult customer?

The difficult customer

Effective ways to response to customer complain

Methods for securing future customer

Basic assumptions of customer

How to handle Dissatisfied customer

How to adopt customer’s perspective

How to identify what the customer really wants

How to earn the customers confidence

Select the best service strategy

Handle the situation to the best of your ability

Professional Image

Deal with the customers emotions.

Course Details

Target Audience	Warehouse and Transport Members
Venue	Woonway Manufacturing (M) Sdn Bhd
Time	9.00am to 5.00pm
Facilitator	Robert Siva
Language	Bahasa Malaysia and English
Course Duration	Warehouse and Transport Members