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Please call 012-588 2728

 email to pearl-otc@outlook.com

HYBRID PUBLIC PROGRAM

MASTERING THE ART OF CUSTOMER CONFLICT:

TURNING CHALLENGES INTO OPPORTUNITIES

(** Choose either Zoom OR Physical Session)

Remote Online Training (Via Zoom)  &

Wyndham Grand  Bangsar Kuala Lumpur Hotel (Physical)

  (SBL Khas / HRD Corp Claimable Course)

Date : 9 July 2025 (Wed) |  9am – 5pm            By Angeline

 10 July 2025 (Thu)  |  9am – 5pm           .        .

OVERVIEW

This 2-days training on "How to Handle Difficult Customers" is designed to equip participants with the skills to effectively manage challenging customer interactions, whether via phone or face-to-face, with external customers like dealers or end users. Day 1 focuses on understanding customer behavior, mastering communication techniques, de-escalating tense situations, and implementing a structured complaint management process. Participants will also learn how to handle complaints over the phone with professionalism and empathy. Day 2 builds on these foundations by introducing advanced conflict resolution skills, strategies for managing difficult in-person scenarios, stress management techniques, and approaches to turn complaints into opportunities for business improvement. Through role-playing, case studies, and practical exercises, participants will develop the confidence and resilience needed to handle even the most difficult customer interactions successfully.

LEARNING OUTCOMES

·       Identify and Categorize Difficult Customer Behaviors

Participants will be able to recognize different types of difficult customers (angry, passive, demanding, etc.) and understand the common triggers for their dissatisfaction.

·       Develop Effective Communication Skills

Participants will learn techniques for active listening, using positive language, and maintaining a professional tone during challenging interactions.

·       Apply De-escalation Techniques

Participants will practice strategies to calm angry customers, reduce tension, and build rapport to create a more cooperative atmosphere.

·       Follow a Structured Complaint Management Process

Participants will be able to efficiently gather information, ask probing questions, and document complaints accurately to facilitate timely resolution.

·       Demonstrate Proficiency in Handling Verbal Complaints

Participants will master the skills needed to manage phone and face-to-face complaints professionally, even in emotionally charged situations.

·       Employ Advanced Conflict Resolution and Problem-Solving Skills

Participants will learn how to identify the root causes of complaints, offer suitable alternatives, and resolve complex issues effectively.

·       Build Emotional Resilience and Stress Management Skills

Participants will gain tools to handle the stress associated with dealing with difficult customers and learn how to maintain a positive mindset.

·       Turn Customer Complaints into Opportunities for Improvement

Participants will be able to use customer feedback to identify areas for improvement, enhance customer satisfaction, and strengthen relationships with customers.

METHODOLOGY

·       Quizzes. For long, complicated training, stop periodically to administer brief quizzes on information presented to that point. Begin sessions with a prequiz and let participants know there will also be a follow-up quiz. Trainees will stay engaged in order to improve their prequiz scores on the final quiz. Further this will motivate participants by offering awards to the highest scorers or the most improved scores.

·       Small group discussions. Break the participants down into small groups and give them case studies or work situations to discuss or solve. This is a good way for knowledgeable veteran employees to pass on their experience to newer employees.

·       Case studies. Adults tend to bring a problem-oriented way of thinking to workplace training. Case studies are an excellent way to capitalize on this type of adult learning. By analyzing real job-related situations, employees can learn how to handle similar situations. They can also see how various elements of a job work together to create problems as well as solutions.

·       Active summaries. Create small groups and have them choose a leader. Ask them to summarize the lecture’s major points and have each team leader present the summaries to the class. Read aloud a prewritten summary and compare this with participants’ impressions.

·       Q & A sessions. Informal question-and-answer sessions are most effective with small groups and for updating skills rather than teaching new skills. For example, some changes in departmental procedure might easily be handled by a short explanation by the supervisor, followed by a question-and-answer period and a discussion period.

·       Question cards. During the lecture, ask participants to write questions on the subject matter. Collect them and conduct a quiz/review session.

·       Role-playing. By assuming roles and acting out situations that might occur in the workplace, employees learn how to handle various situations before they face them on the job. Role-playing is an excellent training technique for many interpersonal skills, such as customer service, interviewing, and supervising.

·       Participant control. Create a subject menu of what will be covered. Ask participants to review it and pick items they want to know more about. Call on a participant to identify his or her choice. Cover that topic and move on to the next participant.

·       Demonstrations.  Demonstrate the steps being taught or the processes being adopted.

·       Other activities.

o   Create a personal action plan

o   Paraphrase important or complex points in the lecture

DURATION

2 Days (9.00am – 5.00pm)

OUTLINE OF WORKSHOP 

** Certificate of attendance will be awarded for those who completed the course

ABOUT THE FACILITATOR

DR. ANGELINE

PHD in Behavioural Economics | NUS

Bachelor of Software Engineering (Hons), University of Staffordshire

Certified Ethical Hacker (CEH)

Computer Hacking Forensic Investigator (CHFI)

HRD Corp certified

Dr. Angeline is a highly respected international speaker, entrepreneur, and sales leader specializing in the complex business-to-business (B2B) sale sharing her fresh sales strategies, she helps salespeople to speed up new customer acquisition and win bigger contracts. Her clients include numerous GLC and MNC firms. She is also a founder and managing partner of four businesses in multiple industries.

Throughout her career, Angeline has helped people in a wide variety of industries and markets think through and overcome their biggest business challenges. Her greatest strength is in getting others to build consensus around what must change, and identify the resources within themselves that will drive positive results through sales strategies, Angeline is a trust builder who focuses on leading transformational conversations, those that create and sustain relationships of value. She is a natural mentor who brings the business acumen, situational knowledge, and experience to each engagement, and lays a solid foundation for future growth. 

Thought Leader

As a business-to-business sales expert, Angeline’s ideas and insights are ubiquitous in multiple forums, conferences, training and consultancy both on and offline.

Widely read. Angeline’s newsletters are read by 100,000+ sellers worldwide.  

(SBL Khas / HRD Corp Claimable Course)

We hope you find it informative and interesting and we look forward to seeing you soon.

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Pearl