The Hardest Thing In Service – Handling Difficult Customers & The Art Of Service Recovery
WHAT THIS INITIATIVE IS ULTIMATELY ABOUT
Handling Difficult Customers & The Art Of Service Recovery is by far the Hardest Thing In Service. Dealing with angry, dissatisfied and hell-bent customers is vastly different from getting and addressing constructive feedback. It takes extraordinary talents to handle difficult customers and even more so to recover service and convert it into loyalty… or so it seems.
Engage us to deliver this revealing keynote / interactive workshop and give the people in your organization the appreciation necessary to make one of the hardest things in service one of the easiest.
WHO SHOULD ATTEND
Everyone in your organization, especially your front line staff and their management.
WHAT YOU CAN EXPECT
A ground breaking, absolutely unique, expertly researched & created, world class, professionally delivered initiative, which will address your specific needs and benefit you for a lifetime.
WHAT YOU WILL DISCOVER
What Your Customers’ Really Need, Want & Desire
What Makes A Difficult Customer Difficult – The Dynamics Of People, Products, Processes, Environments & More
How To And How Not To Deal With A Difficult Customer – Establishing Points Of View
The Spectrum From Not Hearing To Empathic Listening
What To Listen For – Personality & Keywords
The Art Of Questioning
Keeping The Rambling Workable
Getting The Loud To Be Quieter
Assisting The Abusive To Be More Polite
Calming The Angry
Establishing A Dialogue
Crystalizing What’s What
Preventing Escalation
Preventing Future Difficult Customers by Measuring Customers’ Experience
Maintaining Your Self Respect & Keeping Things Dignified
Dealing With Negativity & Going Home Peacefully
- The Brave New World Of Web 3.0 & The Next Big Thing – It’s Integrative Impact On The World, Governments, Businesses, Society & You
- The Fundamentals Of Productivity To Thrive Through An Economic Slowdown
- Continuous Organizational Transformation – Creating The Organization You Desire
- Creating A World Class Organization In Challenging Times
- Intrapreneurship The Value Creating Organization
- Making Sense For 2010 – An Executive Summary Of What Is Significant
- Recession Proofing Your Business – The Secrets To Coming Out On Top
- Renewing Your Organization’s Strategy And Keeping Yourself Relevant To Your Customers
- Speeding Up During The Slow Down – Capitalizing On The Economic Downturn To Upturn Your Profitability
- The Future Of Broadband Across Asia - A Scenario Planning Catalyst Tool
- The New Dimensions Of Globalization – And It’s Economic, Social & Political Impact
- The Purpose of Business
- Dynamic Leadership At Every Level – Getting The Best Out Of The People In Your Organization
- Excellence - The Secret To Improving The Quality Of Your Work And Life Too!
- Global Business Leadership - Being World Class
- People Leadership - Leading At Every Level
- Professional Mastery - Your Gateway To Individual and Organizational Success
- World Class Transformational Leadership – Separating Yourself As The Best
- Enhancing Your World Class Transformational Social & Community Leadership Quotient – Inspiring Other Leaders Towards Winning Collectively
- World Class Transformational Social & Community Leadership
- How World Class Cultures of Service Excellence Are Created
- Legendary Customer Service – Delivering A World Class Service Experience
- The Heart of Service Excellence
- The Holy Grail Of Service – Measuring Your Customers’ Experience
- The Service Value Chain – Improving Your Customers’ Experience
- The Spirit of Creating A World Class Culture of Service Excellence
- The Truth About Creating A World Class Culture of Service Excellence
- What’s New in Customer Service Excellence – The Whole Truth & Nothing But The Truth
- World Class High Tech with High Touch – Striking the Right Balance Between IT and HumanIT
- The Hardest Thing In Service - Handling Difficult Customers & The Art Of Service Recovery
- The Global Service Challenges Of The Future - New Problems Require New Solutions
- Excellence - The Secret To Improving The Quality Of Your Work And Life Too!
- Professional Mastery - Your Gateway To Individual and Organizational Success
- Emotional Intelligence At Work – Improving Your Emotional Quotient
- Knowing Your & Other’s True Personality – The Key To Profitable Relationships
- Transiting From Technical Expertise to Business Leadership
- Achieving Work / Life Balance
- Being First In A 24/7/365 World
- Being Truly Wealthy
- Increase Your Productivity, Enjoy Your Life – Make Time Your Friend, Not Your Enemy
- Making This Year Your Best Year Ever - Aligning Your Entire Organization’s Efforts For World Class Results
- The Art & Science Of Achievement – Gaining A Life-Changing Professional And Personal Advantage
- Communicating With Elegance – Communicating Effectively For All Round Profitability
- Building Brand You
- Selling The Natural Way – Doing Beyond Selling Techniques To Deliver Real Value To Your Customers
- What Makes A Great Sales Professional Great – Revealing The Essence Of Great Sales Professionals
- Achieving Breakthrough Performance
- Building A World Class Team – Involving People, Synergizing Teams, Leveraging Your Profitability
- The Winability Factor
- Developing Coaching Leaders Champions
- Saving Millions Off Your Training & Development Budget – Creating A Coaching Organization
- Transforming Human Resources Professionals Into World Class Human Investment Professionals – Being The Architect Of Your Organization’s Future
- Saving Millions Off Your Training & Development Budget – Creating A Coaching Organization
- World Class Organization Strategies – Expanding & Deepening Your Market Share For Higher Profitability, Performance & Fulfillment Levels
- Creating A World Class Organization – Your Blueprint Towards Higher Profitability, Performance and Fulfillment Levels
- The Fundamentals Of Strategy In Action – A Dynamic Workshop To Boost Your Organization’s Profitability, Performance & Fulfillment Levels
- Strategically Catapulting Small And Medium Enterprise – From Start Ups To Multi National Corporations
- Appreciating The Evolving Social Media Landscape
- Being In Service Through Corporate Social Responsibility (CSR) - What You As An Individual, Team and Organization Can Do To Make A Difference
- KNOWING Leadership - The Next Level
- KNOWING - An Illuminating Experience
- World Class Transformational Leadership – Leading Successfully in Challenging Times
- Creating A World Class Culture Of Service Excellence – Awakening The Heart Of Service Across Your Organization
- Time Management Excellence – Improve Your Focus, Get More Productive, Profit From Greater Results
- The Art & Science Of Achievement - Gaining A World Class Professional Advantage
- The Principles of Money - A Mind Once Enlightened Cannot Become Dark Again
- KNOWING - An Illuminating Experience
- Knowing Your True Personality – At Work, Home & Play
- The New Secrets Of World Class Emotional Intelligence - How To Produce Unbelievably Great Results At Work, Home And Play
- World Class Relationship Selling - Profiling Your Customers & Meeting The Needs Of Their Personalities
- KNOWING - An Illuminating Experience
- Making 2010 Your Best Year Ever - Aligning Your Organization’s, Team’s & Individuals’ Goals For World Class Performance
- Productivity - The Underappreciated Key To Profitability & Fulfillment
- Time Management Excellence – Improve Your Focus, Get More Productive, Profit From Greater Results
- World Class Team Coaching – Catalyzing Legendary Team Performance Right Now
- Being A World Class Communicator – Enhancing Your Interpersonal & Intrapersonal Communication Skills
- KNOWING - An Illuminating Experience
- Being A World Class Business-To-Business Sales Professional – Selling Without Selling
- Needs Based Selling - Sales Professionalism And Personalization Beyond The SPIN
- KNOWING - An Illuminating Experience
- World Class Collaborative Negotiations - Achieving Win/Win/Win Outcomes
- KNOWING - An Illuminating Experience
- Adventures On The High Seas - A World Class Team Building & Bonding Experience
- World Class Creativity, Invention & Innovation - Creatively Thinking Ideas, Inventing Compelling Products & Innovatively Solving Service Problems
- World Class Intrapreneurship – Unleashing The Spirit Of Entrepreneurship Within Your Organization
- The Entrepreneurship Challenge
- KNOWING - An Illuminating Experience
- The Keys To Breakthrough Innovation - The Fundamentals For Both The Public & Private Sector
- World Class Executive, Business & Leadership Coaching – Enhancing The Value Propositions Of Your Top Leaders
- World Class Team Coaching – Catalyzing Legendary Team Performance Right Now
- The Protégé Project – Mentoring Mentees Across Your Organization
- Coaching For Performance Appraisals
- International Professional Coaching Certification
- The Future Of Education Around The World - A New Education For The 21st Century
- Awakening The Heart Of Service For Educators
- The P.R.I.C.E. Of Passionate Leadership For Educators
- World Class Transformational Leadership For Real Estate Professionals - Leading Successfully In Challenging Times
Our World Class Programs - 2012
Friday, 17th February 2012 - Transforming Your Organization Through Service Innovations
Thursday, 23rd February 2012 - The New Secrets Of World Class Emotional Intelligence
Friday, 24th February 2012 - Appreciating The Evolving Social Media Landscape
About Manoj Sharma
Manoj Sharma is a World Class Organization Strategist. He assists organizations, teams and individuals, around the world, to boost their profitability, performance and fulfillment levels through a series of incredibly “spot on”, fully customized strategic initiatives.
Over the years Mr. Sharma has earned a reputation for not just being an impactful keynote speaker and global thought leader, but also his reputation for delivering world class initiatives that assist the global who’s who win in their fields of endeavour is fast becoming legendary.
To date, Mr. Sharma has extensively worked with tier one organizations and leaders from various industries, across Asia, Europe, Oceania, The Americas and The Middle East. As such he brings with him a truly global perspective with an intimate appreciation of local challenges.
Want to get in touch with Manoj Sharma?