1. Your Role as a Customer Service Provider
2. Understanding Conflicts
3. Customer Needs & Issues
4. Identifying & Assessing Customer Touch-points
5. Types of Difficult Customers
6. Categories for Difficult Situations
7. Conflict Resolution Approaches
8. Five-Step System for Customer Complaints
9. Building Trust and Maintaining the Relationship
10. Listening Skills and Techniques
11. Effective Spiels for Pacifying Clients
12. Turning Customer Complaints into Sales
“How to Deal with Difficult Customers & Situations”
Irate Customers come to us because their needs are not met. They provide us an
opportunity to assess and improve our service and customer relationship. This workshop
prepares you to gracefully deal with difficult or irate customers and handle difficult
situations. It provides guidelines and practice scenarios for common customer complaints.
Moreover, it helps you create a system for emergencies as well as spiels for your most
common customer concerns. Learn to turn customer complaints into customer
What You Will Learn
- To understand customer conflict resolution
- To identify problematic customer touch-points and find solutions
- To hone our interpersonal skills for better customer relations
- To learn effective spiels and words to pacify customers
Who Should Attend:
Customer Service Representatives, Sales Representatives, Receptionists and Telephone
Handlers, Front-liners, Store Clerks, Cashiers, Marketing & Sales Practitioners, and all
employees who deal directly with customers and want to keep them.
Sales, Marketing & Customer Service Seminars
CUSTOMER COMPLAINT HANDLING
Schedule: Feb 1 | Apr 4 | Jun 7 | Aug 14 | Oct 3 | Dec 13
Venue: Suite 1503A, West Tower, Philippine Stock Exchange Bldg., Exchange Road, Ortigas Center, Pasig City
Seminar is inclusive of handout, Certificate of Completion, Lunch, Snacks & Drinks.
Plus: Free 1 time refresher session within 1 year (with minimal fee = Php500/day for food & handout)
Registration Required. Seminar schedule may change without prior notice.
Early Bird Rate is applicable for payments made 8 days before the seminar date.
Brind-a-friend promo is not applicable with other promos.
Paid Parking is available on a first-come, first-served basis.
How to Enroll: 3 easy steps!
Important Note: Business Maker Academy Inc. is a VAT-registered company. TIN# 223-672-691-000 VAT.
For zero rated or VAT exempt companies, please include your Certificate of Exemption. Provide Form 2307 or
Certificate of Tax Withheld if payment done with tax withheld. Please withold only 2% as we are classified as suppliers
or contractors of service.
Rates & Discounts:
|Choose Your Seminar(s)
Book a slot thru:
>Download Registration Form
>Visit our Office
>Phone Booking at
Tel#: (632) 6874445|6874645
Cel#: (0922) 8874445
You may settle payment:
>at our office
>via Bank Deposit:
Savings Account Name:
Businessmaker Academy, Inc.
BPI SA Acct#: 4013-0306-64
BDO SA Acct#: 280-622-422
|Confirm & Attend
Please send deposit slip with your name
and course via:
Fax#: 6874445 loc. 814
Viber#: (0922) 8874445
Bring deposit slip or receipt on your class
"Everything I learned today will surely be put into practice. Thank you, BMA, for
sharing us something we can apply not just in work but in everyday life."
-J. Promeda, POEC Consultancy
Customers who attended this course also enrolled in:
Suite 1503A West Tower,
Philippine Stock Exchange Bldg.,
Exchange Road, Ortigas Center,
Pasig City, Philippines, 1605
Tel: (632) 6874445, 687-4645, 6873416
Cel: (0917) 5699639, (0922) 8874445
Copyright (c) 2017. Business Maker Academy, Inc.
|Call: (632) 6873416, 6874645, 6874445 or (0917) 5699639, (0922) 8874445