Addressing the Needs of Difficult Customers through Effective Communication

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“Effective communication is essential for the delivery of high quality service. Communication failures are the leading causes of losing customers. So, learn the art of dealing with your difficult customers to ensure highest level of quality service is rendered.”

By Dr Kamal Kenny

PhD in Gender Development • Master in Science • Degree in Social Science • PSMB TTT Exempted • HRDF Claimable

Request for In-house Training	N/A for public program
kamalkenny@gmail.com	Call +6012-363-5916

Introduction

Why effective communication?

Effective communicationis essential for the delivery of high quality service. Communication failures are the leading causes of losing customers. Effective communication has been assumed and formal training and assessment in these areas has been largely absent.

So, why are there communication failures?

Many factors contribute to communicationfailures. First and foremost, senior management, middle management, executive and clerical staff are trained to communicate differently. Hierarchy frequently inhibits people from speaking up. People do not voice due to the fear of being told off by people in the higher hierarchy.

Cultures in organization also play an important role in determining effective communication. In most instances, the association of blame culture in the service industry setup has further contributed to failures in communication.

Effective Communication Determines Quality Service

What is quality today, may not be quality tomorrow : A high quality product today may have an advantage in the market but in the future, it will be expected in all similar products.

It is no doubt that the quest for quality is here to stay in the service industry. Customerswill not tolerate second class services any longer. This workshop will also discuss pertaining issues like leadership styles and how it has an impact on deliverance of service. Participants will be given case studies to discuss and there will be role plays and simulation exercises throughout the workshop.

Course Objectives

The objective of this training is primarily to address concerns regarding

• Issues of Difficult Customers
• Poor communication
• How to handle complaints effectively
• Absence of teamwork in the department
• Conflicts at workplace resulting in low morale

Course Outline

• What is effective communication?

  In this session, discover what effective communication is. Participants will also have an insight on how integrated communicationshould be in every aspect of an organization to ensure the highest level of customer care is achieved.

• Communication Barriers: How it has an influence in customer care?

  Participants will analyse how different communication barriers have an impact in the deliverance of good customer care.

• Cultures: Are customers the victims?

  Discover how organization cultures have an impact in the deliverance of service and how this has an impact on our customer care. Participants will be given case study to analyse in this session.

• Handling Difficult Customers: The Basic Rules of Customer Service

  In this session, participants will be taught on the fundamental rules of customer service and how it can be applied in the service industry to ensure that customersneeds are met. Participants will also have role play in this session to ensure there is a clearer understanding of the principles.

• The Art of Handling Difficult Customer

  Assessing the need to change the mindset of people in handling complaints constructively. In this session, participants will be given different situations in the healthcare set-up to analyze to see how to tackle a problem in the best interest of the parties involved.

• Communication: Yesterday, Today and Tomorrow

  In this session, participants will explore the various techniques of communicating in the service industry. Communication processes will be analysed over the years, and how it can be applied in today’s times and whether this same technique can be applied in the future.

• Looking from the Customers’ Perspective

  In this session, discover the importance of looking from the other side and why it is important to take each complain made by the customer constructively. Once, one is able to comprehend a problem from the other side, than he/she can guarantee to see a satisfied customer.

• Understanding Personality: You will Understand your Customer Better

  The need to understand different personalities in the service industry is paramount. This is because we deal with customerswith all kinds of personalities and it most instances, we don’t understand why they react in that manner. In this session, participants will analyse how different personalities affect their lives and the people around them and due to this, people are always communicating differently. In this session, participants will be given case studies to analyse and how understanding personality can help improve one’s personal development.

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	Call: +6012-363-5916
	E-mail: kamalkenny@gmail.com