Handling Difficult Customers & Service Challenges
EXAMINE THE TRIGGERS THAT LEAD TO SERVICE CHALLENGES
- Identify the triggers that anger or upset customers
Recognise what makes customers upset, angry or complain
Realise how perceptions become reality
- 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
- 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
- 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
- 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
- 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
- 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
Full Fees : $261.60
Singaporeans > 40 years old : $93.60
PRs / Singaporeans < 39 years old : $141.60
Additional Info
Course Funding Period : 10 May 2019 to 29 Apr 2025
Course Code : TGS-2019503312