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