Public Program
MASTERING THE ART OF CUSTOMER CONFLICT: TURNING CHALLENGES INTO OPPORTUNITIES
COURSE OVERVIEW
This 2-days training on “How to Handle Difficult Customers” is designed to equip participants with the skills to effectively manage challenging customer interactions, whether via phone or face-to-face, with external customers like dealers or end users. Day 1 focuses on understanding customer behavior, mastering communication techniques, de-escalating tense situations, and implementing a structured complaint management process. Participants will also learn how to handle complaints over the phone with professionalism and empathy. Day 2 builds on these foundations by introducing advanced conflict resolution skills, strategies for managing difficult in-person scenarios, stress management techniques, and approaches to turn complaints into opportunities for business improvement. Through role-playing, case studies, and practical exercises, participants will develop the confidence and resilience needed to handle even the most difficult customer interactions successfully.
Course objective
- Identify and Categorize Difficult Customer Behaviors
Participants will be able to recognize different types of difficult customers (angry, passive, demanding, etc.) and understand the common triggers for their dissatisfaction. - Develop Effective Communication Skills
- Participants will learn techniques for active listening, using positive language, and maintaining a professional tone during challenging interactions.
- Apply De-escalation Techniques
- Participants will practice strategies to calm angry customers, reduce tension, and build rapport to create a more cooperative atmosphere.
- Follow a Structured Complaint Management Process
- Participants will be able to efficiently gather information, ask probing questions, and document complaints accurately to facilitate timely resolution.
- Demonstrate Proficiency in Handling Verbal Complaints
- Participants will master the skills needed to manage phone and face-to-face complaints professionally, even in emotionally charged situations.
- Employ Advanced Conflict Resolution and Problem Solving Skills
- Participants will learn how to identify the root causes of complaints, offer suitable alternatives, and resolve complex issues effectively.
- Build Emotional Resilience and Stress Management Skills
Participants will gain tools to handle the stress associated with dealing with difficult customers and learn how to maintain a positive mindset. - Turn Customer Complaints into Opportunities for Improvement
Participants will be able to use customer feedback to identify areas for improvement, enhance customer satisfaction, and strengthen relationships with customers.
Course Content
Day 1: 9.00am – 5.00pm
Module 1: Understanding the Difficult Customer
- Identifying different types of difficult customers (angry, passive, demanding, etc.)
- Common triggers that cause customer dissatisfaction
- The importance of emotional intelligence in customer interactions
Module 2: Effective Communication Techniques
- Active listening skills: How to truly hear the customer
- Tone of voice and language: Using positive and neutral phrases
- Avoiding defensive or confrontational responses
Module 3: De-escalating Emotional Situations
- Techniques to calm down an angry customer
- Building rapport to reduce tension
- Apologizing effectively without admitting fault (when applicable)
Module 4: Complaint Management Process
- Gathering information from customers efficiently
- Asking the right probing questions to understand the issue
- Documenting complaints accurately for resolution tracking
Module 5: Resolving Complaints Over the Phone
- Structuring a phone conversation for complaint resolution
Greeting, listening, offering solutions, and closing
- Handling verbal abuse or inappropriate language professionally
- Following up with customers to ensure satisfaction
Day 2: 9.00am – 5.00pm
Module 1: Advanced Conflict Resolution Skills
- Identifying the root cause of recurring complaints
- Problem-solving techniques for resolving complex issues
- How to offer alternatives without frustrating the customer
Module 2: Managing Difficult Situations in Person
- Reading non-verbal cues during face-to-face interactions
- Using empathy and acknowledgment to ease complaints
- Handling public complaints or group situations diplomatically
Module 3: Building Resilience in Challenging Scenarios
- Stress management for customer-facing roles
- Turning negative interactions into learning opportunities
- Recognizing when to involve a supervisor or escalate the issue
Module 4: Turning Complaints into Opportunities
- Using feedback from complaints to improve products/services
- Training customers to use products/services effectively
- Creating positive customer experiences post-resolution
“Enhance your skills with our expert-led training—register today and take your career to the next level!”
- 9 & 10 JULY 2025
- WED & THU
- 9AM - 5PM
- WYNDHAM GRAND BANGSAR KUALA LUMPUR HOTEL / LIVE ZOOM TRAINING
By: HYBRID PUBLIC PROGRAM
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