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Become the Super Hero of Customer Service: Handle Difficult Customers and Situations with Ease

When was the last time you received a disappointing customer service? How did it make you feel? Do any of your customers feel that way right now?

Considering that as per American Express Survey (2011) 78% of consumers have not made an intended purchase due to poor customer experience, providing exceptional customer service is a key for your organisation to survive and thrive in the current economic climate.

In this course, you’ll learn exactly how to do that and save the day for your customer every time.

Objective

At the end of this course, you will be able to:

• Provide an exceptional customer service that meets and exceeds expectations
• Demonstrate confidence, assertiveness and skill as a problem solver
• Deal with difficult customers and complaints effectively
• Understand how your own emotional states and behaviour affect others
• Prevent and reduce conflicts with customers
• Apply techniques to manage customer expectations effectively

Outline

Part 1. Great customer service starts with YOU

• Customer Service Mindset: "Can we fix it?"
• Personal assessment: uncover your strengths and weaknesses for excellent service
• Core skills for becoming the Super Hero of customer service
• Personal emotional management: learn how to deal with anger, frustration and stress
• An assertiveness Model: become more assertive without being perceived as aggressive or difficult to work with

Part 2. Turning challenges into opportunities

• Manage customer expectations effectively
• From disappointed to delighted: a systematic process on how to handle complaints
• The service recovery methods: one size doesn’t fit all
• Successfully deal with objections and difficult customers
• Strategies for preventing and reducing conflict with a client
• Face and solve your current customer service challenges
• Personal Action Planning: What will you keep doing, stop doing and do differently?

Who should attend

This workshop is designed for customer service representatives and anyone else who deals with internal and external customers on a regular basis.

Methodology

Experiential learning including: activities, games, role plays, case studies, hands-on practice and discussions.

Testimonials

Very engaging!
Changi Airport Group (Singapore) Pte Ltd

It definitely gave me much more knowledge and insights about customer service. This workshop is not dry and mundane at all. The presenter is very creative and warming. Ms Karoline is very clear with the objective of the course, she also made the course more fun!
Autism Association Singapore

Learnt several techniques and better ways to handle difficult customers. Karolina is very experienced and she delivered the lesson well. Class was so lively.
Singapore Police Force

I learnt effective strategies in dealing with the customers. The workshop is very interactive and well details. Karolina is very charismatic and good at engaging her class.
Singapore Examinations and Assessment Board.

Useful and practical tools that I can use. The trainer is very knowledgeable and very approachable and able to facilitate and answers all our questions. The workshop is very effective. I will recommend it to others. Keep up with the good work. Enjoyed to be able to learn new things.
National Environment Agency

Karolina is a super person. Love her training skills - easy to understand and build our confidence level to serve better. The trainer is very interactive & engaging and I enjoyed the workshop.
Science Centre Board

Profile of Karolina Gwinner

Karolina is an international trainer, speaker and coach specializing in influential leadership, communication and customer service skills. She helps professionals perform at their peak level, influence others and make a bigger I.M.P.A.C.T. so that they can achieve results they are looking for. She is well known among her peers for her engaging speaking style, great energy and passion for helping others discover and realize their full potential. Originally from Poland, she now calls Singapore her home.

Experience
Karolina developed her expertise while living in 5 different countries and working for corporations such as Hewlett-Packard in Germany, Merrill Lynch and Bank of New York Mellon in Ireland. Her unique advantage in training is that she brings in her international perspective and successfully adapts it to a local culture and specific needs of every organisation.

Clients
Karolina has trained employees of numerous leading organisations including:

1. Government agencies
Former Infocomm Development Authority of Singapore (IDA), now GovTech and IMDA, Ministry of Manpower (MOM), Defence Science and Technology Agency (DSTA), Ministry of Education (MOE), Ministry of Social and Family Development (MSF)

2. Educational institutions
Singapore Polytechnic, Ngee Ann Polytechnic, Hwa Chong Junior College, National Junior College, Pioneer Junior College, Anglo-Chinese Junior College

3. Private companies
Barclays, Singapore Airlines, AIA, Fuji Xerox, Denza, Yokogawa, Dyna-Mac Engineering Services Pte Ltd, Groz-Beckert East-Asia LLP

Thanks to her great energy and high professional standards, Karolina has also been selected as the Master of Ceremonies for the Retention Stream of the HR Summit 2015 which is the biggest HR conference in South-East Asia.

Karolina is an active member of Asia Professional Speakers Singapore and she served on the Executive Committee of the association in 2013/2014. She is also a mentor at a global public speaking organization Toastmasters International and a member of Global Speakers Federation.

Background
Karolina holds a Master’s degree in International Relations from University of Economics in Poznan, Poland. She also completed a postgraduate programme in Innovation, Knowledge Management and Economics Dynamics at the Aalborg University in Denmark.
In 2013 Karolina completed the Train The Trainer programme on how to successfully run activity-based training organised by a global training and consulting organisation SyNet Group. In 2014 she attended the Speakers Academy organised by Asia Professional Speakers Singapore.

Personality
Karolina delivers effective training sessions that are practical, interactive and fun. She is always excited about learning new things and passing them on to her students. Her enthusiasm and passion are contagious, so be ready for an amazing and highly informative learning experience!