Handling Difficult Customers & Service Challenges - SkillsPortal.sg

Handling Difficult Customers & Service Challenges

IMAGEWORKS PTE. LTD.

  • $240.00
    Unit price per 


EXAMINE THE TRIGGERS THAT LEAD TO SERVICE CHALLENGES

  1. Identify the triggers that anger or upset customers

Recognise what makes customers upset, angry or complain

Realise how perceptions become reality

  1. Analyse the dimensions of unmet expectations that can lead to different types of service challenges

Unpack the 5 dimensions of service quality

Review potential gaps in service quality that lead to customer dissatisfaction

Brainstorm ways to narrow identified gaps in the 5 dimensions of service quality

RESPOND TO SERVICE CHALLENGES THROUGH EFFECTIVE MANAGEMENT AND COMMUNICATION

  1. Review the importance of responding promptly to unhappy customers

Step into the shoes of the upset customer to sense their frustrations

Establish a service-oriented mindset when interacting with customers and problems

  1. Keep calm and carry on by managing personal emotions

Apply self-awareness and self-management techniques to remain calm and collected when dealing with difficult customers

Adopt self-motivation techniques to remain resilient amid service challenges

  1. Apply principles of effective communication to project the correct visual, verbal and vocal messages

Convey thoughtfulness and empathy with positive body language and appropriate tone of voice

Use magic and avoid tragic words

Develop empathetic listening and apply reflect feeling responses to connect with the customer

Manage customer aggression effectively with assertive communication

ACTIVATE SERVICE RECOVERY AND ESCALATION PROCEDURES

  1. Resolve service challenges through service recovery procedures

Respond to service challenges through a systematic 5-step process

Utilise healing actions in service recovery

Diffuse tense situations before they escalate into a nasty conflict

  1. Escalate unresolved service challenges through proper channels and procedures

Understand how unresolved service challenges should be treated and escalated

Make effort to provide suggestions for improvement and innovation to fail-safe the business operations 

TAKE ACTION CHALLENGE – YOUR ACTION PLAN AND INSPIRATION FOR TRANSFORMATION

Funding

Additional Info

Course Funding Period : 10 May 2019 - 29 Apr 2023

Course Code : TGS-2019503312

Customer Reviews

No reviews yet
0%
(0)
0%
(0)
0%
(0)
0%
(0)
0%
(0)