Event | Singapore Manufacturing Federation

1.What are some characteristics of Difficult People?

2.What are the underlying causes that make people difficult?

3.Are you ABLE?

4.What does customer service mean to me?

5.Repercussions of dis-satisfied customers

6.What are the benefits of good service to you and to your organisation

7.Customer service or customer satisfaction

8.Your Personality Profile

9.How your personality affects customer satisfaction?

10.What are your strengths and weaknesses?

11.How to provide good customer care to the different personalities?

12.Managing relationships

13.Recognizing your feelings: Faces

14.Your Emotional Loop

15.How to manage your feelings?

16.5 Steps to Handling Complaints

17.What complaints do your receive?

18.Participants to apply strategies and tactics

1. Identify the causes that make people difficult

2. Manage difficult customers more professionally

3. Identify personality types and apply time tested strategies in handling them

4. Manage their negative feelings when dealing with difficult customers

Managing Difficult Customers Effectively