Customer Service Skills for Lasting Impression

Customer Service Skills Training Course Customer Service Skills Training
By Yeong Wai Ling
Customer Service:

Customer Service: Creating Lasting Impressions Even in the Most Challenged Situation

“The Art of maintaining Superior Service Delivery with Difficult Customers”

By Yeong Wai Ling

Directive Communication Certified • PSMB Certified Trainer
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Course Title:
Customer Service: Creating Lasting Impressions Even in the Most Challenged Situation
Training Category:
Soft Skills
Target Audience:
Managers, service professionals, executives, front liners, instructors, facilitators or anyone who want to ensure customer loyalty.
1 Day
For In-house Training
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Delivery Methods
  • Language: English
  • PowerPoint Presentation
  • Workshop
  • Group Discussion
  • Presentation Handouts
  • Role Play
  • Lecture
  • Certificate of Participation
*Terms & Conditions
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Course Introduction ›

  • How do you keep your cool when faced with a challenged customer?
  • What is the secret to say the right thing all the time?
  • How do we achieve a win-win situation?

Handling customers is not an easy task all the time. Everyone have different beliefs and values. In this modern era Customers are more knowledgeable, and they can be very demanding and less tolerant. At times customers may also be wrong, and it is entirely up to you to calm the customer and inspire them with right information. The key is to maintain your composure and even create a lasting impression when you are faced in challenged situation.

In this workshop, you will learn the psychological techniques to handle all types of customers. It gives you the depth to understand and handle difficult situation and most importantly able to resolve the problem and deliver utmost customer's service that gives a lasting impression. This is the technique all customer service personnel should acquire. This workshop is interactive and filled with fun games and activities.

Course Objectives ›

At the end of the session, participant should be able to:

  • Maintain composure in handling difficult customers.
  • Understanding of the emotions that delight and motivate the customers.
  • Develop the ability to listen attentively before resolving any issue.
  • Stay motivated in facing challenged situations.
  • Maintain strong rapport with customer to maintain a long lasting relationship.

Course Outline ›


1. Basic Customer Service Aptitude

  • What are customers' psychological needs?
  • How to enhance skills to retain customers?

2. Revive Effective Communication Skill

  • Learn to speak to the right brain.
  • Understanding non-verbal communication.

3. Managing Customers Complaints

  • Handling difficult customers
  • Are you listening to what they want?
  • Asking the right question to ensure clarity of understanding
  • How to say 'No' when you don't want to be direct? - Role play
  • Professionalism in managing complaints

4. Ready to Serve

  • Effective follow-up
  • Learn to experience from customers' shoes
  • Convert pessimistic feedback to opportunities

Methodology ›

  1. Directive Communication™ is a training and organizational development psychology developed by Arthur F. Carmazzi that affects how people act and react to each other in teams, and how that affects individual performance. It is a foundational science for influencing team dynamics to cultivate high performance cooperative team culture.
  2. We use variety of proprietary training tools, group discussion, team reflective circle, storytelling, lecture with games and activities to make learning FUN and IMPACTFUL!
  3. In essence, our methodology is:
    • Interactive learning
    • Experiential activities
    • Facilitative training

Contact Us Now ›

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  • Available public program
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