Managing Complexity And Difficult Customers



  • Describe exceptional customer service.
  • Identify the benefits of great customer service.
  • Recognize barriers to the delivery of outstanding customer service.
  • Adapt to specific customer behavior style.
  • Use techniques for dealing with angry or upset customer.
  • Develop personal action plan to improve customer service skills.
  • Demonstrate how to measure customer satisfaction levels and take corrective action if needed

How Will You Benefit

Upon completion of this program, the participants will be able to:

  • Establish the standards and systems that can make every customer feel special – face-to- face, by email or on the telephone.
  • Make a composed and confident first impression on each and every contact.
  • Use personal skills for listening effectively and to enhance understanding.
  • Identify different customer needs and situations.
  • Deal with complex or multi-stage technical problems more effectively.
  • Understand customer expectations and deliver more than you promise.
  • Maintain a positive attitude throughout the day and make every contact appear your most important.
  • Satisfy complainers, calm upset customers and regain confidence and goodwill.
  • Turn problems into opportunities.
  • Identify the direct impact of individual image towards the organization.
  • Improves individual communication internally and externally for the organization.
  • Enhance confidence and influence as a personal and professional development translates into a positive change in attitudes, appearance and actions.

Who Should Attend

This program is suitable for Non-Executives & Executives


This is a highly interactive training program, whereby participants are to gain the learning points through experiential activities


  • Module 1 : All about customers
  • Module 2 : Type of complaints and benefit of complaints
  • Module 3 : Customers needs and loyalty
  • Module 4 : Buildup your professional communication (verbal & non verbal)
  • Module 5 : Telephone and email etiquette skills
  • Module 6 : Personal Empowerment

RM 1,300 per pax

Loyalty Points: 1300 Points

Duration: 2 Days

Note: In-house course is available. Request it HERE


Puan Rina Baha

Rina Baha is a Certified Trainer HRDF, Certified Professional Image Consultant and an Internationally Certified Colour Consultant from ByFerial Training & Image Consulting, Australia, Akademi Perunding Imej Profesional Sdn Bhd (APIP) and SWET Advancement Centre Sdn Bhd, Malaysia. She conduct training related to Professional Grooming, Business & Social Etiquette, Office Management & Secretarial Skills, Mindset & Behavioral Transformation Programs for Management and Non Management, Entrepreneurs, Enrichment Programs for Students, Teenagers, Children and other Professional soft skills programs. She is a Certified Trainer and as an Image Consultant since 2011. Her clientele are private individual, professional associations, government agencies, universities and with major corporate players in the country. She has vast experience in the Office Management, Administration and Secretarial profession whereby she spent 24 years working with The New Straits Time Press (M) Berhad, Arab Malaysian Berhad, Park May Berhad, Faber Group Berhad and Khazanah Nasional Berhad. A Diploma holder in Human Resource Management from Institute of Human Resource Management (MIHRM), an Executive Secretaryship diploma from Stamford College, a Professional Learning Facilitator by Take Charge Learning Facilitator System, Certified Trainer by HRDF, Certified Skin Care Product Trainer from Nu Skin Malaysia and an Internationally Certified Laughter Yoga Leader. Her personal view, a good trainer needs to be motivated, possessed a good energy level and enthusiastic. Often it is hard to explain to people something that is very practical and visual so you have to mix demonstrating as well as verbal explanation. Patience is a virtue as everybody learns differently. Be fun and passionate to train individuals.