HANDLING DIFFICULT CUSTOMERS & COMPLAINTS – Almost Running

HANDLING DIFFICULT CUSTOMERS & COMPLAINTS

Hotel Cavinton, Yogyakarta | 23 – 25 November 2016 | Rp. 6.500.000,-

 

 

DESCRIPTION

In every type of business, you are bound to encounter irate, demanding and unreasonable customers.  Service providers can well appreciate that it is never pleasant to handle irate or irrational customers, even though they know it is important to keep customers happy and satisfied.

This workshop will impart to you the skills of how to handle difficult customer-situations confidently and resolve their complaints effectively, either over the counter or on the telephone.

If you have the ability to practice these valuable communication and problem-solving skills, you will be able to turn most challenging moments into opportunities.  This will certainly help customers to build more trust and confidence in your services.

 

OBJECTIVES

Upon completion of this workshop, participants will be able to;

• Know what causes people to be difficult and understand if customers are actually difficult
• Manage your own negative feelings when dealing with difficult customers
• Identify personality styles and apply effective strategies in handling them
• Manage difficult customer-situations more professionally
• Target Audience
• Service practitioners who have to provide customer service and manage customers’ expectations in various difficult customer-situations.

 

OUTLINE

1. Experience Positive and Negative Service Encounters
2. Appreciate Customer Responses and Behavioural Patterns
3. Understand the Nature of Customer Complaints
4. Dealing with Different Personality Profiles
5. Reactions of a Difficult Customer and the Process of Dealing with Them
6. Understand the Nature of Anger and Techniques of Defusing Anger
7. Manage Complaints Skillfully Using “CLASS ACT”, Listening and Responding Skills
8. Handling Criticisms, Fear, Nervousness and Embarrassment

 

INSTRUCTOR

Drs. Audith M. Turmudhi, Psi., MM and Team

 

METHOD

1. Presentation
2. Discuss
3. Case Study
4. Evaluation

 

TIME & PLACE

• 23 – 25 November 2016
• Hotel Cavinton Yogyakarta
• Pukul 08.00 – 16.00 WIB
• Request for Training Venue: Semarang, Solo, Bandung, Jakarta, Balikpapan, Surabaya, Jogja, Lombok, Malang, Makassar and Batam

In House Training Depend on request

 

INVESTATION

• Course Fee : Rp. 6.500.000,-/participant (non residential)
• Special Price : Rp. 5.500.000,-/participant (non residential) Min. 2 Peserta dari perusahaan yang sama

 

FACILITIES

1. Training Hand Out
2. Digital Material
3. Certificate
4. Exclusive Souvenir
5. Qualified Bag
6. Training Photo
7. Training room with full AC facilities and multimedia
8. Once lunch and twice coffee break every day of training
9. Qualified Instructor

 

Formulir Permintaaan Informasi Lanjutan / Pra-Pendaftaran Public Training

1. INFORMATION OPTIONS
2. Judul Training(required)
3. Tanggal Training
4. Select a message type Registration Offering Letter (Permintaan Proposal Penawaran) Next Schedule Information (Jadwal selanjutnya) More Information (Informasi tambahan) Others (lain-lain) (required)
5. PERSONAL DATA
6. Your Name(required)
7. Job Title(required)
8. Company(required)
9. Company Address
10. Email(valid email required)
11. Mobile Phone(required)
12. Office Phone(required)
13. Extention No.
14. Facsimile (Fax)
15. Website
16. PRE REGISTRATION DATA (Tidak Mengikat)
17. Penanggung Jawab Training di Perusahaan
18. Email
19. Office Phone+Ext atau No. Handphone
20. Jumlah Peserta(required)
21. Nama-nama peserta
22. Payment Method Bank Transfers Submitting an Invoice Cheque or Cash on arrival ( If Possible)
23. MESSAGE FOR TRAINING PROVIDER
24. Pesan untuk penyelenggara Training
25. CC this registration / message to me
26. Isikan angka/huruf pada gambar

 

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