Nature & Objectives
As customer demands have become complicated nowadays, customer service personnel not only have to cope with the increasing daily workload, but also need to deal with customer complaints and other special situations: some customers are extremely picky, while some are irrational. Mastering the art of achieving customer satisfaction without sacrificing the company’s interests is now an essential technique for customer service personnel. This workshop aims to equip participants with know-how through a step-by-step approach for handling difficult customers.
Workshop Outline:
- Definition of Difficult Customers & Their Behaviors
- Why Are Some Customers So Difficult
- Understanding the Intentions behind Difficult Behaviors
- Challenges for Nowadays Customer Service Personnel
- Positive Communication Technique to Avoid Turning Customers into Difficult Ones
- Understanding the Correlations among Mindset, Emotion, Behaviors and Outcome
- Developing Positive & Proactive Service Mindset
- Different Ways to Channel Your Emotions
- Essential Listening Skill for Empathetic Expression
- Echoing Techniques to Feel and Redirect the Flow of a Personal’s Emotion
- Giving Professional & Assertive Feedback to Different Types of Difficult Behaviors
- Reaching Consensus with Difficult Customers
- Tips for Handling Difficult Customers with Hidden Agenda
Language: Cantonese with English Handouts
Trainer: Mr. Wilson Chu, Principal Consultant of HMI Academy
Wilson is currently the Principal Consultant of HMI Academy, the Consulting Associate of the Hong Kong Baptist University and also the Chairman of Judge Panel for its Master Degree Project in Strategic Human Resources Management. He was the Consulting Associate of Poon Kam Kai Institute of Management of The University of Hong Kong, the Survey Manager (in Compensation & Benefits) at Watson Wyatt Hong Kong Limited. Wilson has extensive consulting and training experience in Performance Management, Compensation & Benefits Design, Business Process Improvement, and Talent Development, etc. Besides consultancy projects, Wilson has also been engaged in designing and conducting in-house training programs for companies of different sizes and has successfully trained up thousands of executives with management skills required for serving managerial and supervisory roles. His clients include Shiseido, Estee Lauder, Bayer HealthCare, Fila, GAP, Consulate General of Canada, MTR, China Insurance, AIA, BOCG Life, Bank of Communications, Bosch & Siemens Home Appliance, Miele, Kerry Properties, Harbour City, Moody’s, Panasonic, Hitachi, Marks & Spencer, Ocean Park, Hong Kong Express, Hong Kong Airport Services, Vtech, ASM Pacific, Takeda, HKTDC, Po Leung Kuk, etc.
Wilson holds a Master Degree in Manufacturing Engineering from Cornell University in US and a Bachelor Degree in Mechanical Engineering from the University of British Columbia in Canada. He is a certified Psychometric Tools Consultant of the Chinese Personality at Work (CPW). He is also a member of the Hong Kong Institute of Human Resource Management and Hong Kong Society for Quality.
About HMI Academy
HMI Academy is an online training platform wholly owned by HMI Limited. We provide innovative learning solutions to assist participants to enhance competency proficiencies and professional development. According to the concept of 「修身、齊家、治國、平天下」, one must first develop himself/ herself before he/ she can help the company build competitive edge in business world. In light of that, our training program is composed of different areas: Personal Effectiveness, People Management, Strategic Deployment and Strategic HR Management. With the primary focus in Hong Kong and PRC, we have worked across a wide range of industries.
