4. Dealing with Difficult Customers

Professional Training Program on
Dealing with Difficult Customers
Customer Service
with participation certificate
22-23 March 2018
1. Program's Objectives/Expectation:                              
(What is the importance of this training? / Why should you attend this course?)
This course will consist of a combination of interactive discussions, practical exercises based on actual retailers and lectures led by a retail industry expert. It will help you understand more about how retailers think, act and run their business and ensure that you have a good understanding of all the key processes dealing with difficult customers. Whether the customer is in your store for a refund, a defective product, or a service problem, sales representatives need to have the ability to defuse difficult situations. This module will teach the techniques required to create happy customers.
2. Program's Content:
(What this training program includes?)
Key activities include: 
·         How Difficult Customers Can make us Better 
·         Managing interactions
·         Prevent intercultural communication conflicts
·         How to Defuse Difficult Situations Using the H.E.A.T. Method 
·         Preventative Actions 
·         Understanding Why Customers Become Dissatisfied 
3. Target Audience:
(Who is this training program for? / Who should attend the program?)
·         Sales Manager
·         Assistant Manager
·         Retail Managers
4. Programs Language:
5. About Trainer
Ali Ihtiyar, PhD
Dr. Ihtiyar's area of specialism, as described it: Consumer Behaviour, Services Marketing, Macro Marketing and Communications. Within these fields, he focuses on inter/intra cultural phenomena, leadership and management, religion, ethnicity, music, technology, design and social media. After more than ten years experience in various levels of Retailing in England, New Zealand, Turkey and Malaysia, he graduated from Istanbul University Business School in Turkey (MSc) and University Technology of Malaysia in Malaysia (PhD). Till today, he participated several academic international and national conferences, seminars, courses and training programmes in marketing management. Furthermore, his publications appear in well know marketing journals, such as Asia Pacific Journal of Marketing and Logistic and Services Marketing Quarterly.
6. Duration and Program Schedule
2 Days (6 hours)
7. Training Program Includes
(What will be included with the training program?)
·  Each day one time of refreshment
·  Participation Certificate 
·  Documents
8. Completion Rules
It is necessary to participate in the whole program to receive the participation certificate.
9. Program Fee
- Registering paid is 100 USD per person
- Excluded VAT 10%
- Special discount for corporate group registration
10. Registration Deadline: 24th March 2018
11. Registration Information
Phone: +855 23 996 111 ;  +855 17 996 111
Address: Zaman University, No:8, st:315, Boeng Kak 1, TK, Phnom Penh