Handling with Unhappy Customers

 Training on 
Handling with Unhappy Customer
29-30 August 2015
Dealing with customers and handling their complaints is stressful — and risky — business!  

Sometimes, even the most helpful and caring people don't have the skills, experience or attitude to handle a really tough customer or client. With the tips and techniques provided in this powerful program, you can learn what it takes to provide the kind of superior, memorable service that results in satisfied, loyal customers — the kind who support your business, purchase your products and services and recommend your organization to others!

COURSE OBJECTIVES

• Handle the fight or flight reactions which prompt difficult behavior
• Stay calm when handling challenging people
• Respond to the dirty tactics some people use to gain power over you
• Maintain your boundaries when dealing with difficult people
• 10 Different types of difficult customers and how to deal with them effectively

COURSE CONTENTS
Module 1: Getting Started

• Housekeeping items
• Pre-test assessment
• Ice-breaker
• Workshop objectives
• Workshop expectation

Module 2: Be Always Positive At Work?

• The iceberg
• The Can Do attitude
• Be grateful
• How to keep you healthy

Module 3: What is a difficult customer?

• Options dealing with them
• What difficult customer does
• Causes of anger
• Special techniques talking with difficult customers
• Three steps of dealing with them
• The effective communication skills

Module 4: Developing rapport

• Scenario
• Pacing
• What we respond to
• Four parts in communication
• Four main categories customers

Module 5: 10 Different types of difficult customers and how to deal with them effectively

• The TANK
• The Sniper
• The Know it ALL
• The Complainer
• No!!! People
• The Maybe People
• The Yes People
• The Grenade
• Think They Know it All
• The Nothing People

Module 6: Wrapping Up

• Group Challenging Questions
• Action Plan
• Post Test Assessment
• The Evaluation

TRAINER PROFILE 
The trainer has more than 10 years of his experience in delivering training from a wide range of national and international organizations such as ADB, CAMFEBA, FMCG and many more. Presently, he’s working for the largest worldwide and multi corporate in Cambodia as a Sales Team Training Manager. Just very recent he is a HR Business Partner Manager. Regarding to his practical experience, he travelled to many foreign countries such as Thailand, Singapore, Malaysia, China and the Philippines to attend executive training workshops regarding to the proposed course.

WHO SHOULD ATTEND?
This essential training is specially designed for all managers, team leaders, supervisors and individuals wishing to enhance their skills in handling with difficult customers, people or aggressive behavior in the workplace.

COURSE DETAILS

Date:                29-30 August 2015

Venue:             Hotel/Restaurant located in Phnom Penh

Time:                8 am- 5 pm

Language:       Khmer

Fee:                 US$ 200 (Exclude any Taxes)

Early Bird:       US$ 180 (Register before August 27, 2015)
The Fee includes: Lunch, Refreshment, Materials and  Certificate. 

Educational Development Institute (EDI)
#22, St. 51┴154, SangkatPhsarThmei III, Khan Daun Penh, Phnom Penh.
Tel: 023 966 967  /  016 557 123  /  015 729 123  /  015 728 123  /  012 915 895
Email:  info@edi-cambodia.org  /  training@edi-cambodia.org  /  manager@edi-cambodia.org

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COURSE TITLE	DATE	ORGANIZER
Handling with Unhappy Customers	29-30 Aug	EDI
Executive Certificate in Human Resources Management	Course starts: 05 Sep	EDI
Executive Certificate in SALES and MARKETING New	Course starts: 03 Oct	EDI

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