16 Jul 2019 (Tue)
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6 Simple Steps in Handling Tough & Demanding Customers Over the Phone

Brilliant Customer Service: How to Win Over Difficult Customers Over The Phone.

Course Information
  Date   16 Jul 2019 (Tue)
  Venue   100 Orchard Road #04-100, Concorde Hotel Singapore 238840
  Time   9am to 5pm
  Fees   $600 (Excluding GST)
Inclusive of 2 coffee breaks, light refreshments and buffet lunch

Contact Rina at 6720 3333 or email:


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Dealing with angry customers is the most unpleasant part of customer service. It takes the all the joy out of the job for most people. It makes them forget all they know about how important customers are for their business and it becomes a cause of ongoing frustration. These challenges are commonly faced not just by the front-line staff but also managers or team leaders who are required to manage the escalated complaints from customers. How do we deal with difficult customers who demand an immediate answer and simply refuse to hang up? Ignore them and run the risk of it exploding, but yet, we can’t simply give in to every single demand of the customers.

Why let someone else’s bad attitude ruin your day?

So what can we do? Let Communication Coach Ms Caroline Dawson arms you with all the tools and tactics you need to handle all kinds of difficult customers—to make your life less stressful and a great deal easier. In this 1-day workshop, you will learn the skills to handle all telephone calls effectively and professionally  

  1. Understand what makes difficult people tick and how best to handle them
  2. How to handle Demanding customers that are sapping your time and energy into satisfied customers
  3. Essential Techniques to maintain Your Professionalism in Handling Difficult Conversation over the Phone
  4. How to turn their negative feedback and complaints into new opportunities
  5. Different Tips to Deal with different types of difficult customers—hostile, manipulative and the impossible
  6. Develop Smart Tactics to calmly navigate emotionally-charged situations & pacify these “Problem Child”
Key Takeaways

Upon completion of the course, you will be able to:

  • Appreciate how telephone etiquette contributes to a positive image for the company;
  • Analyze the job needs to be fulfilled at each stage of a telephone conversation;
  • Manage your own negative feelings when dealing with difficult customer
  • Enhance your customer services and differentiate yourself from your competition
  • Techniques to keep cool, feel great, be positive and in control
  • Focusing on Outcome-First to change their attitude and improve their telephone skills;
  • Practice opening a phone conversation effectively and closing with a positive impression;
  • Use active listening and pinpointing techniques to understand the needs of the other party in a phone conversation;
  • Have a standard format for consistency and professionalism over the phone;
  • Derive guidelines for handling phone conversations where the other party is angry, passive, talkative or demanding.
Who Should Attend?

This course is ideal for everyone who has frequent telephone contact with internal and external customers.

It is highly applicable to receptionist, secretaries or customer support staff and Service practitioners who have to provide customer service and manage customers’ expectations in various difficult customer-situations.

Senior Managers, HOD and team leaders will also learn to communicate effectively with customers on the telephone to manage any difficult or demanding conversation.


“The context and examples given by Caroline are very useful for our daily work. She has also provided very comprehensive notes. Her many stories that relate to her personal experience are extremely memorable and practical. I am happy to attend her courses.” – Serene Koo, Senior Executive for Marketing Communications, The Chiropractic Association Singapore

“I have been to a lot of management courses and this is, by far, the most effective. During the course of the day, I’ve applied Caroline’s concepts and teachings to my current projects — projects that will be much better handled because of today’s workshop.” – Lydia Chiam, Assistant Manager for Office Administration, Public Service Division

“I love the combination of different training methodologies that Caroline uses. She is credible because she knows what works and what doesn’t, and has many good ideas for problems we all face at work. Caroline is not only at an excellent motivator – she is at the top of her game in recognizing how to get the most out of time and to think logically.” –  Pooja Sindha, Senior Policy Manager, National University of Singapore

Organizational Coach: Caroline Dawson

Ms Caroline has more than 16 years of invaluable experience in soft-skills communication. During her numerous corporate exposures with local and foreign participants, Caroline has provided counselling and coaching services to many multicultural individuals and teams while also mentoring fellow educators in developing their professional skills.

Caroline’s wide-ranging expertise in the field of communication and management is just one half of the equation as her focus lies in the other where corporate education must always serve the business need and that any development intervention is an investment that must deliver a return. By closely observing and identifying individuals with special learning needs, she has maintained that experiential, innovative teaching methods and highly interactive curriculum are key motivational factors that enhance one’s communication and personal development skills.

Caroline is also Advisor to the SMGM Foundation, India and Member of the Business and Professional Women’s Association (S) 3rd Chapter and Society of Singapore Writers.

Don't Miss It - Register Today!

Please contact Rina at (65) 6720 3333 or
email: training@aventisglobal.com

Date 16 Jul 2019 (Tue)
Venue 100 Orchard Road #04-100, Concorde Hotel Singapore 238840
Time 9.00am to 5.00pm
Fee $600 (Excluding GST)
Inclusive of 2 coffee breaks, light refreshments and buffet lunch
Enquiries Please contact Rina 6720 3333 or
email: training@aventisglobal.com

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Topics Covered
  • Elements of telephone etiquette;
  • Understanding the formula for customer service;
  • The strengths and weaknesses of your voice;
  • Projecting a professional image;
  • Barriers to phone communication;
  • Powerful telephone techniques and strategies;
  • An outcome-first attitude; Standard format for consistency and professionalism.
  • Opening the tele-conversation effectively;
  • Active listening and pinpointing;
  • Message taking and documentation and logging of calls;
  • Call prioritization and escalation skills;
  • Techniques for negotiating objections and resistance;
  • Closing the tele-conversation effectively;
  • Handling difficult people tactfully over the phone.