Dealing with Difficult Customers

Sometimes, even the most helpful and caring people don't have the skills, experience or attitude to handle a really tough customer or client. With the tips and techniques provided in this powerful program, you can learn what it takes to provide the kind of superior, memorable service that results in satisfied, loyal customers — the kind who support your business, purchase your products and services and recommend your organization to others!

  • Housekeeping items
  • Pre-test assessment
  • Ice-breaker
  • Workshop objectives
  • Workshop expectation
  • The iceberg
  • The Can-Do attitude
  • Be grateful
  • How to keep you healthy
  • Options dealing with them
  • What difficult customer does
  • Causes of anger
  • Special techniques talking with difficult customers
  • Three steps of dealing with them
  • The effective communication skills
  • Scenario
  • Pacing
  • What we respond to
  • Four parts of communication
  • Four main categories of customers
  • The TANK
  • The Sniper
  • The Know it ALL
  • The Complainer
  • No!!! People
  • The Maybe People
  • The Yes People
  • The Grenade
  • Think They Know it All
  • The Nothing People
  • Group Challenging Questions
  • Action Plan
  • Post Test Assessment
  • The Evaluation

Chhuon Sereyvichet

Chairman & CEO Borey Ratanak Sambath Kamrieng, Battambang

Mr. Chhuon Serey Vichet is a very successful professional in more than 15 years’ experience in Management with so many international and local companies such as Toyota, Unilever, Coca-Cola, and ‘viral’ premium water -  Each of them is the leader in their business industries and today is serving for Big Cola, Izzi milk, C2 green tea, and Red Dragon energy drink. 
Mr. Vichet is a performance and Values-based driver. He played a very vital role in his tenure at top management in Sales, Marketing, and Human Resources; and everywhere he had been, we can see his record tracked remarkably. Followings are his achievement in the last 5 years:

  • Bring Big Cola to #2 in Cambodia
  • Drive ‘Vital’ premium water as #1 in Sales Volume in Nov 2010 by spending time only 1 year in the market.
  • Grew Glass Bottle business of Caca-Cola to more than 20% in 2008
  • Capacity and capability built toward succession Planning Strategy for Sales & Human Resources department Led ‘HR Best Practice’ in the Group Human Resources 2007 of Coca-Cola Sabco in top 3
  • Successfully migrated HR management system from ERP to SAP 2007
  • Upon the completion of this two-day training, participants are expected to
  • Handle the fight or flight reactions which prompt difficult behavior
  • Stay calm when handling challenging people
  • Respond to the dirty tactics some people use to gain power over you
  • Maintain your boundaries when dealing with difficult people
  • 10 Different types of difficult customers and how to deal with them effectively

This essential training is specially designed for all managers, team leaders, supervisors and individuals wishing to enhance their skills in handling difficult customers, people or aggressive behavior in the workplace. 

Course Detail

  • Trainer :Chhuon Sereyvichet
  • Class Start :26 Dec 2015
  • Class End :27 Dec 2015
  • Seat Availble :25 Seats
  • Time : 08:00 - 05:00
  • Fee :245 $
  • Early Bird : 195 $
  • venue :Hotel/Restaurant