About this Course

Professionals are encouraged to demonstrate professional communication skills when they interact with customers or clients. They face unspoken expectations to manage negative emotions that come with challenging service situations thereafter.

This workshop covers the knowledge and application skills required for a service professional in.

• Handling Service Challenge
  
• Handling Challenging Customers Professional
  
• Managing Self After Distressing Situation
  

Course Objectives

At the end of the programme, participants will be able to:

• Recognise triggers in the service environment that may lead to potential service challenge
  
• Use service recovery procedures to respond to service challenge
  
• Identify the types of difficult customers and methods to handle them professional
  
• Identify ways to cope with and counter negative emotions
  

Who Should Attend

Professionals from all sectors dealing with internal or external customers.

Pre-requisites

NIL

Course Duration

16 hours / Full-time (2-Days)

Course Outline

Handling Service Challenges

• Learners will discover possible triggers leading to service lapses and challenges. They will learn to remain C.A.L.M and professional in handling the situations. Service recovery methods are also introduced to the learners on responding to service challenges.
  

Handling Challenging Customers

• Learners will identify the different emotions of difficult customers and practice showing ‘C.A.R.E.’ in scenarios and examples. They will learn to manage negative emotions professionally and deliver service competently in accordance with their organizational standards Professional
  

Distress? De-stress

• Learners will explore techniques to isolate negative emotions and learn methods to cope with negativity after a challenging service situation
  

Method of Instruction

English

Training Methodology

This programme is designed to deliver maxmium result through learning activities, discussions, presentations and role play.

Training Class Size

Trainer : Trainee Ratio is 1:24

Mode of Assessment/Examination

NIL

Rate this course:

Log in to submit

Comments