1 Day Managing Challenging Service Situations 
Workshop Introduction Customer service is an easy thing to talk about but it is hard to maintain. In order to have a customer service system, other considerations must take place first. Organizations first have to look at their business strategy. They also have to have a vision related to this strategy. The people in the organization also will have to realize the vision and strategy of the organization. Organizations cannot maintain customer service by themselves. They rely on their people who have the right kind of behaviour and attitude, to provide this essential element of the strategy. The winning companies are those that consistently out perform the rest and are the customers' choice – always! Those companies who build lasting relationships with their customers are those whose reputation wins business. Workshop Objectives
At the end of this workshop, participants will have learnt … - the meaning of service excellence
- to get the mindset right for dealing with customers
- how to manage challenging customers
- how to apply personality knowledge to communicate effectively with the customer
- how to prioritise and focus on the top expectations of customers
- how to control the situations by providing relevant information
Workshop Outline: Basic Principles of Exceptional Customer Service - icebreaker: my challenges
- implication of style on service
Johor Land Challenging Situations & Customers - causes of challenging situations:
- different categories of upset customers
- what are their needs and expectations
Managing Daily Services Challenges - role-play: did I get right…
Getting To The Heart Of The Problem - appropriate probing and questioning skills
- the value of understanding and responding to the situation/needs quickly
- persuasive language patterns to gain trust
Skills & Tips in Handling Challenging Customers or Situations - managing challenging situations by providing relevant information
- moving from "following rules" to using judgement
- quick thinking and creativity will helps to resolve the problem
Keep Your Promise - ensure immediate action to problem / complaint
- follow-up
- offering long-term solution / preventive measures
- managing from angry to repeat customer
Review: Learning Points & Action Plan Workshop Trainer
Tina Quah McDowell, our Associate, has been a trainer and consultant for the past 22 years. She has helped hundreds of people to realize their potential as employees for their organizations. By making her programmes highly participative, she instills a certain flavor of excitement in participants to improve at their jobs. In 1997 she inspired a group of people in Union Carbide to win the Chairman's award for winning behaviors, productivity and costs saving. Numerous other clients have been quite surprised at the positive impact she has on participants and as such, there has been a noticeable improvement after her workshops. As a result she is quite popular among clients and participants alike. Her experience includes working with service and sales executive on understanding the various customer service approach/strategy of managing difficult and irritating customers over the telephone and counter. She also works with senior executives on identifying strategy to enhance the working environment and create a culture of service excellence. Over the last 22 years, Tina has worked with both government and private sectors in East & West Malaysia and has conducted training for organisation in the region and Malaysia including property development companies like SP Setia, IJM, Country Height, Far East Organisation & CapitaLand. She has done consulting work in many of the Asean countries including Singapore, Malaysia, Brunei, Thailand, Hong Kong, Indonesia, Taiwan, Korea, China, and Philippines. Companies that Tina has worked with are American Express (Thailand), Motorola, Robert Bosch, DST Brunei, Advanced Micro Devices, Malaysia French Bank, Bank of America, PT Bank of America, PT Philip, Citibank N.A Jakarta, Siemens, Seagate Technology International, AEA International, Malayan Banking Berhad, Genting Highland Resort, Shell (M), Club Med, Brunei Civil Service, Royal Brunei Airlines, HDB, ONG & Company, Bank of America (Malaysia), Bukit Turf Club, EON, Texas Instruments, Sandvik, Union Bank of Switzerland, Sabah Bank, Air Product, Kuala Lumpur Stock Exchange, Allen & Gledhill, AIA, Shangri-la Hotel, Oriental Hotel, Sheraton Hotel, Van Ommeren, Trade Development Board, Selangor Turf Club, Sandvik Singapore/ Malaysia, DBS Finance, IKEA, EM Services, Glaxo Wellcome Manufacturing, HDB, CPF Board, Schlumberger, Morgan Grenfell, National Skin Centre, Overseas Union Bank, Price Waterhouse, Singapore Technologies Aerospace, Singapore College of Insurance, Bio-processing Technology Institute Singapore Sports Council, MINDEF, Ministry of Manpower, Ministry of the Environment, Monetary Authority of Singapore, Maxtor Peripherals, Singapore Post, Nalco/Exxon Energy Chemicals, Land Transport Authority, Honeywell, Nokia, Mitsubishi Electric, Sumitomo Bakelite, Air Products Shanghai, Singapore Workforce Development Agency, Brooks Automation, Marsh Singapore, Westinghouse & Whirlpool. In House Customized Training We deliver customized designed courses that are tailored to your organizational needs. Our professional trainers are domain experts with extensive international experience. Do contact us today @ 6278 9785/ training@360degrees.com.sg for no-obligation training needs assessment, we will work in partnership with you to identify needs, develop training and find instructors that best fit your business environment. | 
Associate Professor Catherine Tay Swee Kian
