In any organization, there are different kinds of service users – some are easy to handle, others are more difficult. Difficult service scenarios, if handled poorly, can become a disaster that would seriously affect the reputation and image of the organization. If the difficult service scenario is well handled, the service user can be turned into an advocate or even become your brand ambassador.

With strong empathy and tactful handling skills, those difficult service users are not as terrible as most people thought. Thus, it is important for the employees to master the necessary techniques to properly handle difficult service scenarios and turn crises into opportunities.

This training workshop is designed to equip the participants with the right mindset and skillset to effectively handle various types of difficult service users for achieving win-win. In long term, this can enhance service user satisfaction and create positive brand reputation for the organization.