Securities Commission Malaysia
“Thank your customer for complaining and meaning it. Most will never bother to complain. They’ll just walk away” – Marilyn Suttle
Customers come from all walks of life and have different expectations on the services rendered to them. Some customers are difficult to handle while some customers are easily managed. Are there effective strategies to handle difficult customers? Can employees remain professional in difficult situations?
Programme Objective
This programme is designed to develop the participants’ skills and behaviours essential in managing difficult customers. It will also explore how participants could provide effective solutions and avoid common pitfalls during customer engagements.
Learning Outcomes
Upon completion of this programme, participants will be able to:
Competencies
 |
Core – CC01 Customer Focus (Level 3) Functional (Process Skills) – FUP15 Sales & Marketing (Level 3) |
Target Audience
Dealers’ representatives, representatives dealing in derivatives, fund managers, compliance officers, customer-facing personnel.
Stockbroking firms, fund management companies, investment and commercial banks, public listed and private companies
| 8.30 am | Registration |
|---|---|
| 9.00 am | Why Customers Behave the Way They Do
|
| 10.15 am | Coffee Break |
| 10.30 am | The Importance of Managing Customers
|
| 1.00 pm | Lunch Break |
| 2.00 pm | The Psychological Needs of Customers
|
| 3.30 pm | Coffee Break |
| 3.45 pm | Dealing with Challenging Customers and Winning Them Back
|
| 5.00 pm | End of Programme |
10:00:00 AM - 11:30:00 AM
Online Remote Proctoring
10:00:00 AM - 11:30:00 AM
Online Remote Proctoring
02:30:00 PM - 05:00:00 PM
Online Remote Proctoring
02:30:00 PM - 05:00:00 PM
Online Remote Proctoring
Whether you need capital market products and services training, technical skills training, behavioural training or digital technology trainings, we can develop a programme to fit your needs.
