Course Highlights:
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
CUSTOMER COMPLAINT HANDLING
“How to Deal with Difficult Customers & Situations”
Schedule:   May 17  |  Jul 6  |  Sep 13  |  Nov 9
Course Description
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 relationship-building opportunities.
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
How to Enroll: 3 easy steps!

1  Choose Your Course
You may call us at 6874445,
6874645 or 6873416,
visit our office or our
register          
online to book a slot.

2  Remit Payment
You may visit & pay at our office,         
or
You may pay thru Bank Deposit:
Savings Account Name:
Business Maker Academy, Inc.
BPI SA Acct #:   4013-0306-64
BDO SA Acct #: 280-622-422
(Pls fax deposit slip to 6874445
loc 814, include name &
course)

3  Attend the Class
Please bring your deposit slip
or receipt.  Then enjoy learning!
Rates & Discounts:
Bring a Friend Promo:
Php500 Discount*
One-Day Course
Early Bird Rate (8 days prior)
= Php 3,500+VAT per pax
Regular Rate
= Php 3,800+VAT per pax
*Subject to BMA terms & conditions
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.
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