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(MC) Handling Difficult Customers Customer 1st Mindset

04-05 Aug, 2022, Remote Online Training - Public

IPA Training is Registered with

Venue Details

Remote Online Training - Public


Contact us

FOR COURSE DETAILS

Juliany,

Office: 03 2283 6109

Mobile: +60 122281247

juliany@ipa.com.my

Phoebe,

Office: 03 2283 6100

Mobile: +60 193637822

phoebe@ipa.com.my

Bee Teng,

Office: 03 2282 6112

Mobile: +60 172566121

beeteng@ipa.com.my

FOR CUSTOMISED IN-HOUSE TRAINING

Jane,

Office: 03 2283 6101

Mobile: +60 129418251

jane@ipa.com.my

Keith,

Office: 03 2283 0000

Mobile: +60 162272735

keith@ipa.com.my

ADDRESS

A-28-5, 28th Floor, Menara UOA Bangsar,
No.5, Jalan Bangsar Utama 1,
59000 Kuala Lumpur

FOCUSING ON
  • Customers Today
  • Insights on Customer Perception
  • Understanding Why Customers React the Way they Do
  • Understanding The Emotions of People
  • Understanding Customers in Current Times
  • Practicing a Customer Centric Culture at Your Workplace
OVERVIEW

Customers in today’s environment are exposed to many new experiences and their expectations have also changed. Today, guidelines, procedures, waiting time all contribute customer’s satisfaction level. In addition, the banking landscape, platform (online and face to face and method of communication have also evolved.

As such, this course aims to develop a customer centric mindset among participants and to encourage a continuous learning culture in service enhancement.

COURSE LEARNING OUTCOMES
  1. Identify with company’s current customer service image.
  2. Display new techniques to handle complaints in current situations.
  3. Show professionalism and tact when engaging with customers.
  4. Describe customer handlings techniques to teams and colleagues.
  5. Practice a customer centric culture at work place.


WHO SHOULD ATTEND
This course is suitable for Executives and Managers

METHODOLOGY
Interactive Lectures, Role plays, Group Activities and Case Studies
DAY 1
9:00

CUSTOMERS TODAY

  • Chat & Discussion
    - How the communication landscape has changed
    - Pros and cons
    - New discoveries and learnings
    - How do you want Customer Service to be for current and future settings


10.45

INSIGHTS ON CUSTOMER PERCEPTION

  • Identifying what our customers think of us
  • Generating the Moment of Truth (“MOT”) Cycle
  • Determining areas to enhance Service Levels

 

1:00 Lunch
2:00

 UNDERSTANDING WHY CUSTOMERS REACT THE WAY THEY DO

  • Understanding Different Personalities - know what ticks people off and what their general reaction is
  • Hot Words to identify different personalities
  • Calming Words to Sooth Frustration and Anger
  • Individual Activity – Self Assessment
  • Group Activity - Understanding the DISC Personalities

 

5:00 End of Day 1
DAY 2
9:00

UNDERSTANDING THE EMOTIONS OF PEOPLE

  • Emotional Intelligence (EI) and How it Affects Us
  • Using EI communication techniques to relate and identify with People in difficult situations
  • Individual Activity – Self Reflection and EI Assessment


10.45

UNDERSTANDING CUSTOMERS IN CURRENT TIMES

  • Identifying the needs and the reason behind the needs of customers
    - Step 1 - Event or Occasion for Customer to reach out to us
    - Step 2 - Identify Basic Needs
    - Step 3 - Identify the Reason Behind the Basic Needs
  • Probing - When and how to probe
  • Asking Questions - Open and Closed
  • Receiving Feedback
  • Making a list of what customers want from us
  • Basic Needs and Reasons Behind the Basic Needs
  • How customers expect us to respond
    - Service - Human, system, statutory, ambience,
    - Service - effects from controllable and non controllable sources (sometimes, if customers do not get what they want, they may say our service is not desirable, even though we had given them good service)

 

1:00 Lunch
2:00

PRACTICING A CUSTOMER CENTRIC CULTURE AT YOUR WORKPLACE

  • “It Starts with Me!” Service is Choice. Make it your choice today
  • Come up with new ways to be customer centric at all times
  • 6 ideas for a Customer centric culture
    - Make efforts to follow up
    - Use Clear Language - words which customers can understand
    - Anticipate Hidden Needs
    - Use Pre-Emptive Acknowledgement
    - Write a Thank You letter to self.
    - Take Action

 

5:00 End of Course