Managing

Difficult Customers

Two Day Training Program

The Art of

21- 22 July 2016 @ E & O Hotel, Penang

28 - 29 July 2016 @ Holiday Villa Hotel, Subang
3 - 4 August 2016 @ KSL Resort Hotel, Johor Bahru
About The Course
How skilful are you in handling customers? Do you get emotional
when you are dealing with them?
In this course you will learn the importance of attitude and
emotional control when dealing with difficult people while
presenting effective techniques to deal with difficult people and
tricky situations. You will examine the topic from many angles and
will go through lots of exercises to master the skill.
We come into contact with a wide range of people on a daily basis.
Some of these people may prove to be a lot more difficult to
handle than others. You may find yourself agitated, annoyed,
under threat or simply affected by another person. In most cases,
cutting off the difficult person from your daily life is not an option,
he could be your superior, client or even partner. In these
circumstances, you need to know how to deal with each individual
according to their behaviour and habits while staying cool and
maintaining your own emotional composure.
Although, some customers may be seen as difficult, by having the
right mentality and using suitable techniques, you will be able to
maintain a productive and peaceful relationship with them.
How your staff deal with problems and complaints will determine if
that customer will return, buy more and/or tell others about their
experience. Research indicates that customers who complain are
more willing to continue doing business with you, if they feel that
they are being treated properly. Angry and complaining customers
typically do not decide to take their business to the competition
until they talk to you. The ability to handle difficult customers and
identify their hot button can make or break your companys profit.
Are you prepare to take risk or will you be proactive in your effort
by equipping your staff with this important skills - rebuilding
Customers Relationship through systematic complaints
management ?

In this program, you will learn how to

Develop the techniques that can be

adapted to your job, your personality
and your customer
Defuse difficult and demanding
customers more successfully
Increase customer loyalty by resolving
complaints faster
Decrease the number of lost customers
due to the perception of poor service
Improve confidence to handle any
service situation
Respond to difficult people and unusual
situations with confidence and ease
Use the right mental attitude when
confronting others to minimise the effect
of difficult encounters

Course Fee
RM 1590 / participant plus GST ( inclusive of
course materials, lunch, tea-breaks & certificate of
attendance. )

EARLY BIRD Discount RM 1490 / participant

www.ideapro-logix.com.my

plus GST for registration received 2 weeks before course

date.

Two-Day Program Outline

Program Introduction

Welcome To Customer Centric World !

Understanding Personalities Clashes &
Overview
Strategies To Avoid Misunderstanding
Identifying The Most Unwanted Behaviors
Rules Violation - What Makes Customers
Angry?
How Perception Affect Customers Emotions
Examining Non Supporting Steps/Systems In
Your Company
Identifying Early Warning Symptoms
Prevention Strategy What Can You Do?
Designing Action Plan To Avoid Recurrence
How To Handle Emotions Without Getting Upset
Understanding The Chain Reaction
Predictable Outcome / Result using iSCORE
Model
Use Effective Approaches Dealing With
Intimidating Customers
Importance Of Taking Personal Accountability
@ Work
Systematic Approach When Customers
Complaints
Deliver Bad News Without Overly Upsetting The
Customer
The Power Of Customer Relationship
Management
Winning Customer s Trust Using ABCD Model
Advanced Listening & Questioning Skills
Transform Customer Conflict Into Customer
Cooperation
Practice The Keys To Exceeding Customer
Expectations
Applying 3A Model In Managing Stress At Work

Questions / Answers Session

Training Methodology :

Interactive & participation

Pragmatic & what will work
Group Discussion
Captured teleconversation
Using Real Industry Examples

Target Audience
This course is highly recommended for service
support professionals, executives & managers
working in the area of customer care,
manufacturing, planners, engineers/technical
support ( QA/QC ), sales, retail, hospitality,
operations, insurance, IT, shipping, trucking &
courier companies, logistics, human resources
& those who need to interact with
internal/external customers on daily basis. This
program is also recommended for those who
would like to learn conflict resolution skills when
dealing with customers complaints on service
delivery.

Registration Form
The Art of Managing Difficult Customers

Date : ____________________________
Venue : ____________________________
Time : 9.00 am 5.00 pm

Email cs@ideapro-logix.com.my
Name of Company
_______________________________________________
Address ________________________________________
_______________________________________________
_______________________________________________
Contact Person __________________________________

Job Title________________________________________
Tel___________________Fax______________________

Trainers Profile
C.S Yim, MBA, MCLIT, CMPC, CHT is the
Executive Director of Ideapro Logix Sdn Bhd
a company specialised in corporate training &
consultancy services. He is a Strategic
Intervention Coach certified by Robbins Madanes Training Centre in USA.
He is also a Certified Master Assessor & NLP
Trainer and has been actively involved in the
corporate training business for over a decade
and has impacted thousands of corporate
executives in his public and in house program
since 2001.
He is an ardent believer of continual learning for
growth and has travelled around the world
learning from the best of the best in the area of
human psychology and peak performance
leadership.

Mobile________________Email_____________________
Name of Participants: (Write In block letter)
______________________Job Title__________________
______________________Job Title__________________
______________________Job Title__________________
______________________Job Title__________________

Ideapro Logix Sdn Bhd (634999 D)

GST Registration Number: 000065458176
Tower 2, Level 15-C, Boulevard Subang Jaya
Jalan SS12/1, Wangsa Baiduri,
47500 Subang Jaya, Selangor, Malaysia
Tel 03 563 54113

Fax 03 563 52520

www.ideapro-logix.com.my