ProActive Training & Education

Training Hotline: (65) 6838 0095

Handling Difficult Customers with Emergenetics®


Date: 29 Feb 2016
Time: 9am-5pm
Venue: Furama RiverFront, Singapore (or equivalent)
Refreshments: 2 Coffee Breaks & 1 Lunch provided
Fees: S$480 (Nett)
Early Bird Discount: 5% Discount if company registers before/on 29 Jan 2016
Group Discount A: 10% Discount if company sends 3-4 participants to the same class
Group Discount B: 15% Discount if company sends 5 or more participants to the same class

 

Introduction

What exactly do our customers of today want from us? Why do some of our customers behave in a difficult manner? How could we handle them professionally? Find out the answers to these questions and more in this 1-day workshop titled: “Handling Difficult Customers with Emergenetics®”.

In this workshop, Ken Wong – 4G Leadership Coach and a former Service Quality Consultant would present the learners with a better knowledge of customers today and why some customers can turn difficult at times. He would also share on the different types of difficult customers and how to manage oneself and communicate correctly in the face-to-face interactions.

Tapping on personal interviews, case studies, role plays and storytelling, Ken would highlight the proven strategies on how to defuse anger, calm them down and manage the different types of difficult customers successfully.

Being a Certified Emergenetics® Associate cum Facilitator, Ken would share on how Emergenetics® can be used to understand Customers better and manage Difficult Customers through their thinking preferences.

 

What is Emergenetics®?

 

Key benefits

  • Better understanding of customers with Emergenetics®
  • Better understanding of difficult customers, self control and communication
  • Learn how to manage difficult customers, complaints & threats professionally

 

Program Outline

Understanding the Customers of Today

  • Why it is important to understand customers?
  • Understanding our multi-generation customers – their needs & wants
  • Understanding customers through Emergenetics® – 4 thinking preferences

Understanding Difficult Customers & Managing Self

  • The psychology & behaviour of difficult customers
  • Case studies: Handling difficult service situations with Emergenetics®
  • Self control & communication to manage difficult customers

Managing Difficult Customers

  • How to defuse anger and calm customers down
  • Roles plays: Managing difficult customers, complaints & threats
  • Strategies & practical tips to manage different types of difficult customers

 

Who should attend?

  • Service frontlines and support staff
  • Other professionals who are keen to acquire the finer skills in handling difficult customers.

 

About the trainer: Ken Wong

Visit Ken’s blog to read his blog posts on:

 

What others say

“Ken is an excellent trainer. He’s able to quote examples for better understanding.” – Mr Wilson Tan, Customer Support Group Manager S.E.A., DEK Asia Pacific Pte Ltd

“I’m able to recognise that every customer is different and requires different approach. Ken is a very knowledgeable, down to earth and pragmatic speaker/facilitator.” – Mr Noor Aldi Alip, Central Narcotics Bureau

“The trainer Ken has shared good experiences, short case studies, in depth knowledge in the customer service area.” – Ms Mynn Kang, Senior Customer Care Executive, ZONE Telecom Pte Ltd


Administration

  • Confirmation will be emailed to the Training Officer 5 working days before commencement of the course.
  • Cancellations & Postponements are not allowed upon registration. Substitutes are welcomed but must inform us via email at least 1 day before the workshop.
  • No-shows will be billed.
  • All registrations will be taken as confirmed and will be billed accordingly.
  • ProActive Training & Education reserves the right to substitute the trainer, change the venue, postpone or cancel the workshop.

 

Register

 

Testimonials

  • “I have a better understanding of the 4G characteristics and familiarisation with Emergenetics which can be put into use when managing my staff. Ken is knowledgeable in the topics covered. Presentation is clear and easy to understand.”

    Mr Siau Kim Boon – Manager, Straits Construction Singapore Pte Ltd
  • The workshop is interesting & interactive.

    Ms Irene Koh – Customer Service Supervisor, Sonoco Singapore Pte Ltd
  • “I learn more about Gen X, Y & Z and about myself and my style. Ken is very knowledgeable and able to give good examples and cases to elaborate concepts.”

    Mr Chan Yew Fai – Deputy PE Mfg Manager, The Polyolefin Company Singapore Pte Ltd
  • I am more aware of ways to manage the 4G. Ken is interactive and passionate about the topic.

    Ms Amanda Ang – OC Logistics, Singapore Prison Service
  • “I have a better understanding of my profile so as to work and connect with all levels of staff. Ken is knowledgeable and full of drive. He is able to share great examples and stories with the class. Cool! I would definitely recommend this program to my colleagues and peers.”

    SUPT Alan Wong – Ang Mo Kio Police Division, Singapore Police Force
  • 学到处理主管和员工之间的相处之道。 讲师,黄兆贤先生的授课方式很生动和有趣。

    Ms Lim Lau Cheng – Logistics Supervisor, Ryder-Ascent Logistics Pte Ltd
  • “…Participants from SPC found the Emergenetics Profiling survey tool useful to gain self-awareness. They also gave compliments to Ken for being an experienced trainer who was able to provide relevant examples and was engaging and approachable in the various learning stages…”

    Mr Chan Jin Kiat – Head, Human Resources, Singapore Petroleum Company Limited
  • Personal interaction is excellent with the small group size. Ken has good interpersonal skill and he’s flexible.

    Mr Phua Suan Lian – Housing Unit Officer, Singapore Prison Service
  • “I have learnt a lot on balancing different leadership styles. Ken is professional, friendly and expert in his field. I would definitely recommend this program to my colleagues and peers”

    Mr Sum Teck Meng – OO Expert Group, Singapore Police Force
  • “I now understand the different generations to manage them better as a team. Ken is flexible and willing to share additional information to meet the expectations of the learners.”

    Ms Mariam Binte Isahak – Housing Unit Officer, Singapore Prison Service
  • “The sharing of experiences and role playing are beneficial, especially for supervisors like myself.”

    Mr Louis Lim – Assistant Director, Ministry of Transport HQ
  • “I have learnt about the techniques of innovation and producing creativity from the program. Ken is engaging and he imparts key knowledge that is applicable in real work environment.”

    Mr Said Bin Amir Alkatiri – Designate Position, Singapore Police Force
  • “I have a better understanding of the different generations. Ken is an experienced trainer. He is able to draw and explain with various examples”

    Mr Chan Kok Hua – Chief Personal Supervisor, Singapore Prison Service
  • 我在这个课程里学到如何好好地管人管事,从多方面多角度看待问题。黄兆贤先生的授课方式生动,有趣,容易理解。

    Mdm Wu Yin Mei – Supervisor, Broadway Food Centre (Holdings) Pte Ltd
  • The trainer Ken has shared good experiences, short case studies, in depth knowledge in the customer service area.

    Ms Mynn Kang – Senior Customer Care Executive, ZONE Telecom Pte Ltd
  • “I have a clearer understanding of profile of Gen X and Y and the alignment of communication techniques.”

    Ms Amy Lee – National Sales Manager, Servier (S) Pte Ltd
  • Ken is an excellent trainer. He’s able to quote examples for better understanding.

    Mr Wilson Tan – Customer Support Group Manager S.E.A., DEK Asia Pacific Pte Ltd
  • “I have gained a deeper understanding on team management and gotten some tips on how to handle multigeneration teams.”

    Ms Zuraidah Binte Mahat – Asst Director, Foreign Manpower Management Division, Ministry of Manpower Singapore
  • “The course is a good reminder of the importance of communication and motivating the group of Gen Y staff under my supervision. Ken has given very relevant examples/situations in explaining his point.”

    Mr Edward Yue – Assistant Head, Sea Export, Singapore Customs
  • “I have a better understanding of the characteristics of different generations. I would definitely recommend this program to my colleagues and peers.”

    Ms Joycelyn Sum – Assistant Manager, Health Science Authority
  • Ken has vast experience in handling various delicate situations & his inputs have been forthcoming.

    Mr. A. Hamid – Senior Mgr, City Gas Pte Ltd
  • I’m able to recognise that every customer is different and requires different approach. Ken is a very knowledgeable, down to earth and pragmatic speaker/facilitator.

    Mr Noor Aldi Alip – Central Narcotics Bureau
  • He has good knowledge in handling situations.

    Ms June Ng – Assistant Manager (Sales & Operations), Enzer Electronics Pte Ltd