In every business, we are bound to encounter irate, demanding and unreasonable customers. Challenging customer situations demand more than good intentions and the right attitude.

When faced with such issues, many customer service representatives would choose the easy path to sweep things under the rug thinking that it is OK to lose ONE unhappy customer. However, what if that ONE unhappy customer tells people about his negative experience. Especially with Social Media today, a dissatisfied customer can easily step up onto the Social Media Soapbox and before you know it, his side of the story would start spreading like wildfire.

In this 1 day High Impact Workshop, Organizational Coach and Service Leadership Expert, Ms Maxine Teo, would teach you how to become an elite bomb squad officer and defuse the ticking time bomb before it explodes.

This workshop will equipped you with critical ‘field-tested’ skills needed to communicate professionally, gain respect, enhance relationships and improve service standards.

• By simply applying simple but effective techniques, you can now safely deliver bad news and professionally defuse any potentially explosive situation instantly.
• Learn how to use the right words to turn volatile scenarios into calm and productive customer encounters
• How to avoid phrases that can make bad situations worse and out of control
• Learn the secrets to helping people feel deeply heard using the divide-and-conquer approach to safely deliver bad news
• How to handle intimidation and rude customers professionally without losing your cool

Key Takeaways – How to Tactfully and Confidently Engage High Tension Situations at Work

This highly interactive workshop will immediately boost the skills and confidence required to deal effectively with any customer – the key to radical improvements in every organization:

• Recognize how your own attitudes and actions impact others by applying a cool headed approach to be immune from intimidation, abuse and anger.
• Use the right words to turn volatile scenarios into calm and productive encounters
• Learn the 4-steps technique that can be effectively used to countering objections and tense situations.
• Detailed checklist and templates that can be used in each different phase of the interaction with the customers.
• The secret psychological triggers to help people feel deeply heard in a crisis;
• Role-playing for different difficult customer behaviours
• Essential skills required for handling difficult customers
• Training Cheat Sheet – Highly useful Tips and Tactics required for handling difficult customers