Handling Difficult Customers & Complaints Effectively

The objective of this half-day workshop is to empower participants with the mindset and skillset required to handle difficult customers and complaints effectively.

By the end of the session, participants will master strategies to handle various types of difficult customers, including demanding, upset, complaining, and hostile customers. They will gain insights into preventing complaints by responding quickly, being transparent, and following up proactively.

Participants will learn the A-B-C approach (Avoid Mistakes, Build Rapport, Capture Preferences) to handle demanding customers and the 3-step approach (Listen, Resolve, Follow-Up) to address customer complaints.

The workshop will provide opportunities for participants to engage in role plays and practice dealing with difficult customer scenarios. Real-life examples from hotels and other industries will be shared to enhance understanding and application. The workshop content can be customized with examples, stories, and cases provided by the client to ensure relevance and practicality.

This workshop employs an interactive and experiential learning approach to maximize participant engagement and skill development. Through informative presentations, group discussions, interactive exercises, and role plays, participants will acquire the necessary strategies to handle difficult customers and complaints effectively.

Participants will leave this half-day workshop equipped with the mindset and skillset to handle difficult customers and complaints effectively. They will understand the different levels of difficult customers and gain strategies to address each type, including demanding, upset, complaining, and hostile customers.

Participants will learn the A-B-C approach (Avoid Mistakes, Build Rapport, Capture Preferences) to handle demanding customers and the 3-step approach (Listen, Resolve, Follow-Up) to address customer complaints. They will acquire practical techniques to prevent complaints, respond quickly, be transparent, and follow up proactively.

Through engaging in role plays and real-life examples, participants will develop the confidence, professionalism, and empathy required to navigate challenging customer interactions. By turning challenges into opportunities, participants will enhance customer satisfaction, strengthen relationships, and contribute to the overall success.

• Introduction to different levels of difficult customers
• Handling demanding customers: Identifying demanding customers, A-B-C approach (Avoid Mistakes, Build Rapport, Capture Preferences)
• Handling upset customers: Preventing complaints (Quick response, Transparency, Follow-up), Dealing with upset customers (Demonstrate care, Be gentle, Communicate effectively)
• Handling complaining customers: 3-step approach (Listen, Resolve, Follow-Up)
• Handling hostile customers: Ensuring personal safety, Setting boundaries
• Role plays and practice sessions
• Sharing examples from hotels and other industries
• Interactive group discussions and exercises

This half-day workshop is suitable for frontline staff, customer service representatives, and individuals responsible for managing difficult customers and complaints. It is beneficial for staff members who interact directly with customers and seek to enhance their skills in handling challenging customer interactions. Whether you are a frontline staff member, supervisor, or manager, this workshop provides valuable insights and practical techniques to navigate difficult customer situations and manage complaints effectively.