Important HRD Corp Update: Effective 15 June 2026 onwards all grant approvals MUST be obtained at least 14 calendar days before the training commencement date.
Important HRD Corp Update: Effective 15 June 2026 onwards all grant approvals MUST be obtained at least 14 calendar days before the training commencement date.
In today’s competitive business environment, managing challenging customers and delivering exceptional customer experiences are critical to building long-term customer loyalty. This 2-day workshop equips participants with the skills to handle challenging customer interactions while transforming these situations into opportunities to deliver exceptional customer experiences.
Participants will learn how to manage irate and dissatisfied customers, rebuild confidence after difficult encounters, and implement service recovery strategies. They will also develop professional communication skills, build rapport, and align customer interactions with the organization’s branded experience to create WOW moments that enhance customer loyalty and satisfaction.
By the end of the program, participants will be equipped with the tools and techniques to turn challenging customer situations into opportunities for delight, ensuring a seamless and positive customer journey.
Module 1: The Perception of Service in the Experiential Economy
Module 2: The Emergence of Dissatisfaction in Customers
Module 3: Understanding Difficult Customer Encounters
Module 4: Managing Difficult Customers
Module 5: Customers & the WOW Experience
Module 6: WOW Customer Engagement
Module 7: WOW Telephone Etiquette and Face-to-Fact Service
Module 8: Building a WOW Customer-Centric Culture
For Contact Centre Manager, Team Leader, Coach, Evaluator, Professionals, and Front Line Service Professionals.
This course can be conducted Physically and Online.
Physical Training Methodology
Interactive and experiential — participants learn through group activities, role-plays, discussions and real workplace scenarios.
The trainer will provide live guidance and immediate feedback
to strengthen understanding and practical application.
Online Training Methodology
Engaging and structured — participants join live discussions, breakout rooms, polls and scenario-based activities. Clear visuals and guided facilitation ensure interactive learning and effective application from any location.
Your talents development comes first. That’s why we tailor every course outline to fit your goals and close any existing skill gaps.
Duration
Flexible learning options from half a day to a 3-day sessions (and beyond)
Content
100% customizable modules to match your organisation’s exact training needs
Methodology
Delivered in your preferred format, be it physical, online or a blended approach
No worries, just click on the WhatsApp icon to chat with us immediately or email us at aria@atcen.com