Handling Difficult Customers

03-04 Aug, 2022, Remote Online Training - Public

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Learn from the Best

 

 

 

 

 

 

 

• MBA, University on Sunderland, UK
• B.A. (Hons) in Accounting & Finance
• Diploma in Accounting & Finance
• Certified Training Professional Program (“CTP Program”) from ARTDO International-ITD
• Certified Coaching & Mentoring Professional (“CCMP Program”) from ARTDO International - ITD
• Certified Trainer in Rapid E-Learning(E-CREL) from ARTDO International - ITD
• Master Practitioner of Neuro-Semantics, Neuro-Linguistic Programming and Hypnosis & Time-lines
• Professional Body Language Coach (Body Language Institute (USA) Graduate (Senior))
• Honourary Judge & Authorised Trainer for “CCAM” (Customer Relationship Management & Contact
Centre Association Malaysia) (2011 to 2013)
• CTP Trainer for ITD Malaysia
• Developed modules on Presentation Skills, Creativity and Prioritisation for Local Banks in Malaysia
• Developed Leadership Modules for Global & Local companies

 

Anna has been a Professional Trainer for 21 years.

 

Her last position was as the Assistant Vice President of a training company (2007) with ASEAN exposures. She started her working exposure in 1994 and has over 27 years working experience.

 

In the corporate arena, her skills include Corporate Finance, Financial Management, Marketing, Banking and Operations. She was the Senior Group Corporate Affairs & Investor Relations Manager in Mithril Berhad, an associate company of MAA Holdings Berhad. She was previously the Group Finance Manager for the same company. Her role includes corporate finance, debt restructuring,
investments and asset financing.

 

She has also dealt with regulatory bodies (Bursa Malaysia Securities Berhad, the Securities Commission, etc) and has prepared the Group’s consolidated accounts, cash flow, budgets and treasury functions.

 

2020 was a year of new learnings and discovery amidst the Covid-19 pandemic.

 

Identifying with the new training landscape and needs of her clients, Anna is a Certified E-Learning trainer, she has conducted
multiple sessions via Zoom and earned top ratings and reviews from her participants.

 

Her areas of Expertise include:

 

• Leadership Development
• People Management & Communication
• Team Working
• Presentation Skills
• Train the Trainer
• Service Excellence
• Leading Change
• Business Writing Skills
• Creative & Analytical Thinking
• Prioritisation & Goal Setting
• Business Acumen Skills
• Strategic Planning and Execution
• Coaching Skills

Venue Details

Remote Online Training - Public

Contact us

Juliany,
M - 012 2281 247
juliany@ipa.com.my

Phoebe,
M - 019 363 7822
phoebe@ipa.com.my 

FOR CUSTOMISED IN-HOUSE TRAINING
Yvonne,
M - 012 201 1247
yvonne@ipa.com.my

ADDRESS 
A-28-5, 28th Floor, Menara UOA Bangsar, 
No.5, Jalan Bangsar Utama 1, 
59000 Kuala Lumpur
www.ipa.com.my

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

Upon Completion Of The Course, Participants Will Have The Knowledge To;

  1. Enhance company’s current customer service image.
  2. Use new techniques to handle complaints in current situations.
  3. Engage with customers tactfully and professionally.
  4. Share customer handlings techniques with teams and colleagues.
  5. Inculcate a customer centric mindset 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