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.
Through this course, learn to identify service challenge triggers and effectively manage your 5 key dimensions of service quality. Tap on negative feedback to initiate processes to safeguard your business. Your greatest service challenges could well become your biggest breakthroughs to impress the customer and foster brand loyalty.
HANDLING DIFFICULT CUSTOMERS & SERVICE CHALLENGES
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
- Manage customer aggression effectively with assertive communication
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 Accredited – Eligible for Training Grant, Absentee Payroll & Use of SkillsFuture Credit/Enterprise Credit
Funding validity from 10 May 2019 to 29 Apr 2025
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.
As this is an SSG-funded programme, Singapore Citizen and Singapore Permanent Resident learners must record their attendance electronically via the SingPass app, meet a minimum attendance of 75% of the training hours, and pass the competency-based assessments to successfully complete the course and qualify for funding. Absentee Payroll is a grant for Singapore-registered companies (excluding government entities) to defray manpower cost, capped at $100,000 p.a. Excluded from our invoice for course fees, employers have to endorse their employees’ details in the Enterprise Portal for Jobs & Skills (EPJS) after their course completion to facilitate funding disbursement.
Please click on one of the 3 tabs below to review the relevant fees.
Participant’s Profile | Singapore Citizen >= 40 years |
Singapore Citizen 21-39 years / S’pore PR >= 21 years |
Non-Singapore Citizen/PR (Foreigner) |
---|---|---|---|
Full Course Fee (incl 9% GST) | $261.60 | $261.60 | $261.60 |
Less: SSG Training Grant | – $168.00 | – $168.00 | N.A. |
Amount Payable (incl GST) | $93.60 | $93.60 | $261.60 |
Less: Absentee Payroll | – $33.75 | – $33.75 | N.A. |
Net Training Investment (excl GST) | $38.25 | $38.25 | $240.00 |
Participant’s Profile | Singapore Citizen >= 40 years |
Singapore Citizen 21-39 years / S’pore PR >= 21 years |
Non-Singapore Citizen/PR (Foreigner) |
---|---|---|---|
Full Course Fee (incl 9% GST) | $261.60 | $261.60 | $261.60 |
Less: SSG Training Grant | – $168.00 | – $120.00 | N.A. |
Amount Payable (incl GST) | $93.60 | $141.60 | $261.60 |
Less: Absentee Payroll | – $33.75 | – $33.75 | N.A. |
Net Training Investment (excl GST) | $38.25 | $86.25 | $240.00 |
Participant’s Profile | Singapore Citizen >= 40 years |
Singapore Citizen 21-39 years / S’pore PR >= 21 years |
Non-Singapore Citizen/PR (Foreigner) |
---|---|---|---|
Full Course Fee (incl 9% GST) | $261.60 | $261.60 | $261.60 |
Less: SSG Training Grant | – $168.00 | – $120.00 | N.A. |
Amount Payable (incl GST) | $93.60 | $141.60 | $261.60 |
IN-HOUSE CORPORATE CLASS
If you are planning to organise one or more corporate training run(s) for your team, you may wish to discuss the following with us:
OPEN-ENROLMENT PUBLIC CLASS
If you are thinking of enrolling yourself, colleagues or friends for our public run classes, the following information may come in handy:
OPEN ENROLMENT DATES FOR HANDLING DIFFICULT CUSTOMERS & SERVICE CHALLENGES TRAINING
15 Nov 2024 (Fri) [Class full]3 Dec 2024 (Tue) [Class full]6 Feb 2025 (Thu)
5 Mar 2025 (Wed)
Classes will be held from 9am to 6pm unless otherwise stated.
Kindly note that class commencement is subject to minimum class enrolment numbers.
Can’t seem to find a suitable date? Enter your contact details so that we can keep you posted on new classes.