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Are you looking to enhance your customer service skills and effectively handle difficult guests? Look no further than our HRDC certified training program, HANDLING DIFFICULT CUSTOMERS by DHS HOSPITALITY ACADEMY SDN. BHD. Upon completion of this 8-hour course, participants will gain the skills to identify challenging guests, diffuse potential issues, satisfy disappointed customers, and build lasting relationships using the L.A.S.T. approach.

Our program covers essential topics such as identifying the root of the problem, calming disruptive guests, and avoiding common mistakes that can escalate situations. Participants will also learn how to listen to customer feedback, apologize sincerely, and thank customers for their feedback. With our comprehensive content and expert trainers, you'll be equipped to handle any customer service challenge with confidence and professionalism. Request a quote today to learn more about how this training program can benefit you and your team.
Learning Objectives

1. Understand the psychology of difficult customers: Participants will learn to recognize the common characteristics and behaviors of difficult customers, such as aggression, impatience, and negativity. By understanding the underlying reasons for these behaviors, they will be better equipped to handle challenging situations effectively.

2. Develop effective communication strategies: Participants will learn how to de-escalate tense situations and build rapport with difficult customers through active listening, empathy, and assertiveness. They will also practice techniques for setting boundaries, managing emotions, and maintaining professionalism in challenging interactions.

3. Implement conflict resolution techniques: Participants will learn how to identify and address the root causes of customer dissatisfaction, resolve conflicts, and find mutually beneficial solutions. They will also learn how to handle complaints and feedback constructively, turning negative experiences into opportunities for building customer loyalty and satisfaction.

Content Delivery Method

Physical, Virtual

HRD Corp Certified Course


Duration and Language

1 Day; English

Target Audience

Suitable for employees of all levels

Key Skillset Addressed

1. Empathy
2. Active listening
3. Problem-solving