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Managing Challenging Customer

In today's competitive environment all companies face the challenge of meeting the customer satisfaction. In some situation behaviours of the customer could really test us to the limit. Could we still be able to provide that extraordinary service in such situations? The answer is YES. We must be able to manage challenging customers and turn them into loyal customers thus setting us apart from our competitors.

Objective

At the end of the training session, participant will be able to:

• develop the right service mindset towards customer
• explain the benefits of coping with challenging customer
• understand why challenging customer behave the way they do and how to bring out the best in them
• identify various types of challenging customer and its characteristics
• describe & apply the strategies in managing challenging customers

Outline

Who should attend

Retail Sales Staff, Customer Service Staff and Frontliners staff who have to deal with customers

Methodology

Games, discussion groups, role plays, practical exercises and presentations will be used to enhance learning and encourage participation

Profile of Kenneth Kum

Kenneth Kum has more than 10 years of supervisory experience in various MNC & Local Companies such as Maxtor, Venture Manufacturing, ST Electronics, Keppel Shipyard, Metro Pte Ltd etc and is a seasoned trainer. His achievements include leading one of the big retail company towards the achievement of People Developer Award and also achieving the pioneer on-job- training status for one of the leading disk drive companies.

Kenneth has conducted workshops such as Managing Difficult People, Managing Customer Complaints, Managing Challenging Customers, Effective Supervisory Skills and training programs such as Customer Service, Selling Techniques, Developing Subordinates, , Introduction to 7 Habits program, CREST & ESS modules. Some of his clients include NTUC Income, Foodfirst, SemWaste, Pergasus-Elite Pte Ltd, National University of Singapore (NUS),CapitaLand Retail Limited, Singapore Tourism Board (STB), Mayban General Assurance Bhd, Mayban General Assurance Bhd, Arcapita Pte. Limited, Tower Club Singapore, DNT, and SMC.

Complementing his experience Kenneth holds both a Bachelor of Business and Master degrees in Human Resource Management. He also has a Diploma in Training & Development Management and is ACTA and TESOL certified. He has studied instructional strategies on whole brain approach and accelerated learning by Ann Herrmann and Dave Meier respectively. Using andragogy and eclectric approach he makes training fun and easy to learn.