What do you do when a customer confronts you for something that’s no fault of yours?

How can you keep calm and carry on when you are being yelled at?

What service recovery methods can you use to win back upset customers and regain trust?

Turn service challenges into opportunities

Your role as a service professional can be daunting. You are the first line of contact, who can also become the first to be attacked. Many of us have had to deal with angry or upset customers at some point, and they can indeed be difficult. Knowing what to say and how to stay calm and professional will go a long way to protect your business and brand image.

Learn to identify service challenge triggers, effectively manage your 5 key dimensions of service quality, and tap on negative feedback to initiate processes to fail-safe your business. Your greatest service challenges could well become your biggest breakthroughs to impress the customer and foster brand loyalty.

Handling Difficult Customers and Service Challenges Course
COURSE OUTLINE FOR 1-DAY TRAINING PROGRAMME

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

2. 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

3. 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

4. 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

5. 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

ACTIVATE SERVICE RECOVERY AND ESCALATION PROCEDURES

6. 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

7. 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

COURSE FEES

SkillsFuture SG Accredited – Eligible for Training Grant, Absentee Payroll & Use of SkillsFuture Credit

Our Handling Difficult Customers & Service Challenges training programme is SkillsFuture-accredited and eligible for various training subsidies. The actual fee payable is dependent on the company’s incorporation type in Singapore (SME/non-SME), GST-registration status, and the nationality, age and salary range of training participants.

Participant’s Profile Singapore Citizen
>= 40 years
Singapore Citizen
>= 35 years & earning
<= $2,000 per month
Singapore Citizen
21-39 years /
S’pore PR >= 21 years
Non-Singapore
Citizen/PR
(Foreigner)
Full Course Fee $240.00 $240.00 $240.00 $240.00
Add: 7% GST on Full Course Fee $16.80 $16.80 $16.80 $16.80
Less: SSG Training Grant – $212.50 – $225.25 – $212.50 N.A.
Amount Payable $44.30 $31.55 $44.30 $256.80
Less: Absentee Payroll Subsidy – $63.75 – $63.75 – $63.75 N.A.
Participant’s Profile Singapore Citizen
>= 40 years
Singapore Citizen
>= 35 years & earning
<= $2,000 per month
Singapore Citizen
21-39 years /
S’pore PR >= 21 years
Non-Singapore
Citizen/PR
(Foreigner)
Full Course Fee $240.00 $240.00 $240.00 $240.00
Add: 7% GST on Full Course Fee $16.80 $16.80 $16.80 $16.80
Less: SSG Training Grant – $212.50 – $225.25 – $144.50 N.A.
Amount Payable $44.30 $31.55 $112.30 $256.80
Less: Absentee Payroll Subsidy – $38.25 – $38.25 – $38.25 N.A.
Participant’s Profile Singapore Citizen
>= 40 years
Singapore Citizen
>= 35 years & earning
<= $2,000 per month
Singapore Citizen
21-39 years /
S’pore PR >= 21 years
Non-Singapore
Citizen/PR
(Foreigner)
Full Course Fee $240.00 $240.00 $240.00 $240.00
Add: 7% GST on Full Course Fee $16.80 $16.80 $16.80 $16.80
Less: SSG Training Grant – $212.50 – $225.25 – $144.50 N.A.
Amount Payable $44.30 $31.55 $112.30 $256.80

IN-HOUSE CORPORATE CLASS

If you are planning to organise one or more dedicated training run(s) for your team, here are some considerations you may wish to discuss with us:

  • Class Size – Our recommended minimum class size is 10 participants. If your group is smaller than this, we’d recommend that you consider our open enrolment classes instead. For optimum learning conditions, our classes are typically capped at 20 participants. At times, due to specific learning needs, we can make alternative arrangements. Do let us know what you envision your final team enrolment numbers to be.

  • Participant Profile – What are the primary job functions and level of customer service experience of the training participants? How involved are they in problem solving? A relatively homogeneous participant profile usually facilitates the discussion of relevant application scenarios and pitching learning at a level that is comfortable for all participants. Yet at times, the benefit of enrolling participants from different backgrounds, e.g. to share best practices across departments or offer team-bonding opportunities, can make learning more purposeful and dynamic.

  • Training Contextualisation – Are there specific concerns that should be emphasised through the training? Are there scenario examples you’d like our trainers to address in class? Let’s discuss contextualisation preferences.

  • Training Venue – Do you plan to hold the training at your organisation’s premises? Or do you require an external training venue?

  • Proposed Schedule – When are you planning to schedule the training run(s)? Are there specific days of the week or month that works better for your team, or black-out dates we should avoid?

OPEN-ENROLMENT PUBLIC CLASS

If you are thinking of enrolling yourself, your colleagues and/or your friends for our open-enrolment public run classes, the following information may come in handy:

  • Company-Sponsored – If you are planning to enrol yourself or your colleagues as company-sponsored training participants, your company can apply for SkillsFuture SG’s Training Grant and Absentee Payroll subsidy through SkillsConnect (SCN). There is no need to tap on personal SkillsFuture Credit to cover the course fees.

  • Self-Sponsored – If you are a Singapore Citizen aged 25 years and above, and have not fully utilised your SkillsFuture Credit (SFC), you can apply to pay for the course fees through SFC. If you are a Singapore Citizen between 21 to 30 years old with a Post-Secondary Education Account (PSEA), you may also apply to pay for your own or your siblings’ course fees through PSEA. Once your registration is processed, we will send you an invoice for your claim of SFC or PSEA, and guide you through the simple administrative process. You do not need to make any payment if you apply to use your SFC or PSEA before the course start date.

  • Workfare Training Support (WTS) – If you are a Singapore Citizen aged 35 years and above, and earn an average gross monthly income of not more than S$2,000, you can enjoy higher training funding of up to 95% of the course fee. You may also qualify for a S$200 Training Commitment Award (TCA) plus additional training allowances upon completion of the training programme.

  • Open Enrolment Dates – Please find our training dates in our online registration form as well as our website footer in the grey bar below. We look forward to welcoming you at an upcoming class!

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HANDLING DIFFICULT CUSTOMERS & SERVICE CHALLENGES

Facilitated by Imageworks in collaboration with Spectrum Management Consulting Course Code: CRS-Q-0038370-RET
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Handling Upset or Difficult Customers Workshop