Dealing With Difficult Customer Master Guide – Jakarta International Customer Service Institute (JICSI)

Master Guide Customer Service 2025

Topic Training :

Dealing With Difficult Customer

Setelah berhasil menyelesaikan Program Pelatihan tentang Dealing With Difficult Customer, peserta diharapkan akan mampu :

Mengenali pendekatan mereka terhadap pelanggan yang sulit
Menggunakan pendekatan yang berpusat pada pelanggan
Mengetahui berbagai jenis pelanggan
Mengubah pelanggan yang sulit dan menantang menjadi pelanggan yang loyal
Berempati dengan pelanggan dan memahami kebutuhan pelanggan
Mempelajari cara untuk menjadi pendengar yang proaktif dan mengukur pemahaman dengan menggunakan keterampilan mendengarkan
Membangun kepercayaan dalam bahasa tubuh dan keterampilan bahasa pelanggan
Berinteraksi dengan pelanggan secara elegan, bahkan dalam situasi konflik
Mengukur, memenuhi dan melampaui harapan pelanggan

Module 1 : Understand different customers

Know the different kind of customers
Understand their requirement
Know the customer service principles
Set the foundation with the pillars of customer service
Set a professional approach towards defining their experience

Module 2 : Create Trust Credibility & Respect

Set the importance of building trust with the customers
Increasing stake-holder credibility
Knowing which one is key – trust credibility or respect

Module 3 : Build the Right Attitude

Find out about knowledge skill and attitude
Build the right attitude and develop success
Show the approach of gratitude
Focus on the positives
Invoke the conversation with a peaceful approach
See the perspective of giving with joy

Module 4 : Stress Management

Understand the reasons of happiness / unhappiness in our job
Find out how to create thankfulness within ourselves
Build happiness within yourself in order to make the customer happy
Use the principles of compartmentalizing and stress management to deal with the customers
Focus on mindfulness

Module 5 : Know your Personality Style

The 4 different personality traits
Understand your own personality style
Identify and adapt to personality styles around you
Flex your behaviour according to the situation

Module 6 : Build Rapport And Connect with the Customer

Use conversational language to your advantage
Build a connect with the customer
Create a good line of enquiry
Understanding customer expectations
Create a successful interaction with the customer

Module 7 : Listening Skills

Customer conflicts & Listening
Know the different levels of listening
Key elements of listening
Hearing & Listening | Do’s and Don’ts
Managing conflicts by listening with empathy

Module 8 : Communication Skills

Work towards building a two-way communication
Understand the basics of a good conversation
Recognize the filters to communication
Overcoming barriers to communications

Module 9 : Body Language – Non-Verbal Communication

Recognize the importance of non-verbal communication
Work towards creating a positive impression
Ways to create a positive environment

Module 10 : Dealing with Difficult Customers

Cycle of dealing with difficult customers
Resolve customer complaints through listening
Go beyond the obvious to support the customer
Bring in sensitivity in dealing with difficult customers
Defuse the anger and create successful relationship

Module 11 : Handling Customer Complaints

Understanding the different kind of complaints
Solving complaints creatively
A Structured Approach
The thirty second rule
Reduce the number of complaints
Create customer champions