Learning how to Manage the Different Types of Difficult Customers SUCCESSFULLY - 1 Day Workshop on Handling Difficult Customers

Having trouble viewing this email? click here

Course Information Date: 4 Aug 2015 (Tue) Time: 9.00am to 5.00pm Venue: Concorde Hotel Function Room (f.k.a Le Meridien Hotel) Fees: SGD 450 (NETT) S$180 (After PIC Grant) ** Enjoy savings for group registrations of 3 pax or more. Email us for more details *Enjoy up to 400% tax deduction or 60% cash payout under the Productivity and Innovation Credit (PIC) scheme for Staff Training. Find out more at https://www.iras.gov.sg/ or email picredit@iras.gov.sg Inclusive of teabreaks and lunch Registration is on a 1st come 1st serve basis. Register early to avoid disappointment. Click here for registration form To register, please contact Ms Elsie Koh @ 9857 8570/ 62789785 or elsie@360degrees.com.sg Unsubscribe If you no longer wish to receive our email - please click unsubscribe here. Thank you. 1 Day Workshop on Handling Difficult Customers (Powered with Emergenetics®) (Learning how to Manage the Different Types of Difficult Customers SUCCESSFULLY) Introduction What exactly do our customers want from us? Why do some of our customers behave in a difficult manner? How should we handle them professionally? Find out the answers to these questions and more in this 1-day workshop titled: "Handling Difficult Customers (Powered with Emergenetics®)". In this workshop, Ken Wong – 4G Leadership Coach and a former Service Quality Consultant would present the learners with a better knowledge of Customers Today and why some customers can turn difficult at times. He would also share on the different types of difficult customers and how to manage oneself in the face-to-face interactions. Tapping on relevant books, research materials, personal interviews, case studies, role plays and storytelling, Ken would highlight the proven strategies on how to defuse anger, calm them down and manage the different types of difficult customers successfully. Being a Certified Emergenetics® Associate cum Facilitator, Ken would share on how Emergenetics® can be used to understand Customers better through their thinking preferences. Key Benefits Understand the Customers of Today Better Understanding of 4G Customers – their Needs, Wants & Buying Patterns Better Understanding of Customers through Emergenetics® The Analytical Customer The Structural Customer The Social Customer The Conceptual Customer Draw Knowledge & Insights from Book: "The Starbucks Experience: 5 Principles for Turning Ordinary to Extraordinary" by Joseph Michelli Watch Video: Ron Kaufman, Customer Service Guru sharing on Service Culture Better Understanding of Difficult Customers & How to manage Self Understand the Psychology & Behavior of Difficult Customers Discuss on Case Studies: Escalations of Difficult Service Situations Conduct Interviews: Self Control to manage Difficult Customers Learn how to manage Difficult Customers Read Forbes Article: 3 Tips to Deal With Difficult Customers Learn how to defuse anger and calm customers down Draw Knowledge & Insights from Book: "Dealing with Difficult People: How to deal with nasty customers, demanding bosses and uncooperative colleagues" by Roberta Cava Conduct Roles Plays: Managing Angry, Hostile & Abusive Customers Managing Impatient Customers Managing Customers who wants to see Management Managing Threats from Customers Put Knowledge & Skills learnt into Workplace Application Workshop Outline Understanding the Customers of Today Understanding 4G Customers – their Needs, Wants & Buying Patterns Baby Boomers GEN X GEN Y & Z Understanding Customers through Emergenetics® – 4 Thinking Preferences The Analytical Customer The Structural Customer The Social Customer The Conceptual Customer Knowledge & Insights from Book: "The Starbucks Experience: 5 Principles for Turning Ordinary to Extraordinary" by Joseph Michelli Video: Ron Kaufman, Customer Service Guru sharing on Service Culture Understanding Difficult Customers & Managing Self The Psychology & Behavior of Difficult Customers Why do Customers become difficult? What are the Different Types of Difficult Customers? What kind of Behavior do they exhibit? Case Studies: Escalations of Difficult Service Situations Interviews: Self Control to manage Difficult Customers Acquiring the Right Service Mindset EQ Skills to handle Difficult Customers Collaborative & Empathetic Communication Managing Difficult Customers Forbes Article: 3 Tips to Deal With Difficult Customers How to defuse anger and calm customers down Myths & Realities of Anger The Anger Process Useful Techniques and Practical Tips Knowledge & Insights from Book: "Dealing with Difficult People: How to deal with nasty customers, demanding bosses and uncooperative colleagues" by Roberta Cava Roles Plays: Managing Angry, Hostile & Abusive Customers Managing Impatient Customers Managing Customers who wants to see Management Managing Threats from Customers Testimonials "The entire training was well facilitated. The course contents were well-structured and conducted in a well-paced manner. Ken's ability to capture his participants' attention through his effective usage of visual aids, engaging case studies and discussions is highly commendable. It was very interactive and participatory for all the participants. Combined with Ken's broad experience and in depth knowledge on various subjects, the training resulted in an interesting and energizing session for all" - Recruitment & Training Manager, JT International Tobacco Services (Singapore) Pte Ltd "Participants from SPC found the Emergenetics Profiling survey tool useful to gain self-awareness. They also gave compliments to Ken for being an experienced trainer who was able to provide relevant examples and was engaging and approachable in the various learning stages" - Human Resources, Singapore Petroleum Company Limited "I have a better understanding of my profile so as to work and connect with all levels of staff. Ken is knowledgeable and full of drive. He is able to share great examples and stories with the class. Cool! I would definitely recommend this program to my colleagues and peers" - Ang Mo Kio Police Division, Singapore Police Force Training Methodology The Workshop is packed with highly interactive, fun and enriching activities. It comprises: Short Lectures, Discussions & Presentations Real Life Case Studies Research Materials Q & A Sessions Key Takeaways & Insights from Relevant Books One-to-One Interviews & Group Interviews Story Telling & Sharing Sessions Role Plays, Games & Energizers Who Should Attend: Service Frontlines and Support Staff Other Professionals who are keen to acquire the finer skills in handling difficult customers. 360 Degrees Trainer Profile Ken Wong is the 4G Leadership Coach of ProActive Training & Education, a Regional Training & Management Consultancy, based in Singapore. He was the Only Certified Emergenetics® Associate cum Facilitator named as one of the 10 Influential Professional Speakers in Singapore right now by Singapore Business Review on 04 Apr 2013. He is highly sought after as he is multi-lingual & delivers events in English, Mandarin & Cantonese in China, Hong Kong, Malaysia, Thailand and Indonesia He blends International Profiling tools like AEM-Cube® (Change Leadership) and Emergenetics® (Thinking & Behavioural Preferences) into his Leadership and Service workshops and seminars with the Asian perspectives. Adopting his unique approach in training and speaking for MNCs, SMEs and Government agencies, Ken has impacted thousands of his learners – Middle Managers, Supervisors, Baby Boomers, GEN X & Y and even inmates – and greatly enhanced their personal effectiveness and team performance. Ken's vast experience and expertise is recognized and asserted as a Contributing Author to "88 Essential Secrets for Achieving Greater Success at Work" and being one of the 49 professional members in Asia Professional Speakers – Singapore (APSS). He has been in the media for over 25 times for the past 12 months. Ken is the Author of his upcoming book "The Enlightened ProActive Manager: Getting the Best out of Yourself and Your Team" and the Elected Secretary of APSS, 2012- 2013. He is a Key Member on the SCOOP™ Committee, Emergenetics® Asia Office, a member of Global Speakers Federation (GSF) and a former member of Storytelling Association (Singapore). Ken holds an MSc in Training and Performance Management from the University of Leicester, UK and a Bachelor of Business Administration (Passed with Merit) from the National University of Singapore (NUS). He is a Certified AEM-Cube® and Certified Emergenetics® Associate. 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.

©2015 360 Degrees Training, All Rights Reserved. We sincerely apologize if you find this email an intrusion of your privacy or a source of inconvenience to you.