How to Handle Difficult Customers
The seminar focuses on the special techniques of managing customers who are problematic to handle. Ways, not only to satisfy their complaints, but also to convert them into loyal customers will be presented.
• Recognize difficult customers at an early stage to prevent them from complaining.
• Identify how to handle customer complaints and transform them as avid customers.
• Learn what to expect from customers when they make complaints.
• Learn the importance of keeping the customers happy.
Who Should Participate
• Customer Service Representatives
• Front liners
• Business owners
a. Is the customer always right?
b. Customers’ needs, wants and demands
II. Identifying difficult and irate customers
a. Types of difficult customers
b. Understanding customer behavior
III. Indicators of an angry customer
i. The most common complaints
ii. Needs of the customers when they complain
iii. Impacts of customer complaint
IV. Developing self-awareness
a. How we communicate
b. Body language indicators
V. Handling Techniques
a. Defusing techniques in dealing with irate customers
b. Using positive and appropriate responses
c. Transforming difficult customers into happy customers
d. Service recovery strategies
Schedule: Click to view BusinessCoach Seminar Schedule
9:00 am – 4:00 pm
Php 3,000.00 per person (inclusive of snacks, lunch, seminar kit, handouts, certificate of attendance)
10% Discount if FULL AMOUNT is paid at least five (5) banking days before the event.
Please call to register, or you may download our registration form. Kindly fill-out, and send to us through fax (727.88.60) or email. You will receive a confirmation within 48 hours.
Mode of Payment
- Deposit payment at Banco de Oro, Savings Account Name: BusinessCoach, Inc. Then kindly fax deposit slip (indicate name of participant and seminar title) to confirm reservation.
- On-site payment (CASH only)
- Company checks are accepted, provided that they are received at least five (5) banking days before the event.
Cancellation by Attendee
Registrant may refund amount paid, with less 30% processing charge from the LISTED AMOUNT within 30 days, or opt to use the payment for a seminar of equal value within 60 days. Cancellation must be done at least 2 days before the event. Non-appearance or failure to inform us of cancellation will result to forfeiture of full amount paid.
Cancellation by BusinessCoach, Inc.
Registrant may refund full amount paid within 30 days, or may opt to use the payment for a seminar of equal value within sixty days of cancellation.
Payment may be refunded upon presentation of the original copy of bank deposit slip and a valid ID. Cash refund is strictly implemented, and may be availed only at the BusinessCoach, Inc. office in San Juan City, Metro Manila. BusinessCoach, Inc. does not deposit refunds.
Schedule may change without prior notice. Please call to confirm. BusinessCoach, Inc. is not liable for any expense incurred by seminar registrant resulting from cancellation of any of our events.
Please call (632) 727.56.28, (632) 225.66.16, or (632) 727.88.60
or call/text mobile numbers 0915.205.0133 / 0908.342.3162 / 0926.622.0768 / 0933.584.7266
For other inquiries, you may also leave a message in our contact form.