8 Habits of Quality People

Your company’s policies are important in customer relations, but it is the attitude of your service staff towards difficult customers which creates your service image with the public. The attitude emphasized in this programme is to view a difficult customer as someone who is saying: “I’m not difficult, I just have a problem”. With this attitude, the service staff can see a potentially threatening situation as an exercise in problem solving which can be handled using the basic skills taught in this programme. This programme helps you to recognize the impact your personal behaviour has on anger, frustration or dissatisfaction, and to avoid building up a simple complaint into a major problem.

At the end of the course, participants will:
• Learn more about themselves, their own motivational needs, mindset, values, their job - how this will affect their behaviour, actions, personal satisfaction and that of others;
• Develop effective interpersonal communication and problem-solving skills;
• Equip themselves with the knowledge, skills and techniques to handle difficult customer-situations effectively;
• Be able to deliver excellent service to customers under challenging circumstances;
• Know how to manage customer’s expectation in a calm and controlled manner so as to maintain good customer relations

To find out how to register for the course, please email us.