Overview Retail Workshops Professional Diploma in Retail Management		HANDLING DIFFICULT CUSTOMERS 4 July 2008 (Friday) OBJECTIVES Upon completion of the workshop, participants should be able to: 1. Build positive mindset towards customer handling. 2. Create a positive image through courteous and effective customer handling. 3. Know how to manage challenging behaviors and put customer at ease. 4. Turn a complaint into an opportunity. WORKSHOP OUTLINE 1. Game to challenge assumptions about understanding customer requirements 2. Managing in challenging situation – Case study to show the stress that retail sales & service professionals will encounter and discuss ways of handling 3. Situational judgment – challenging situations 4. Understanding difficult behaviors: 　- Types of difficult behaviors 　- Causes of difficult behaviors 　- Analysis of customer needs 　- Ways of handling 5. Managing difficult customer interactions: 　- Key interaction skills 　- LEADER process 6. Skill Practice on handling difficult situations 7. Summary and application Date 4 July 2008 (Friday) Time 1 day (9:00 a.m. - 5:30 p.m.) Target Participants Retail Shop Managers, Area Managers, Training Officers & Managers Instructor Mr. Wallance Ma Language Cantonese Venue Rm 302, 3/F., First Commercial Building, 33-35 Leighton Road, Causeway Bay, Hong Kong Fee HKRMA Members: HK$1,350 Non-HKRMA Members: HK$2,025 Enrollment For enrollment details, please download a copy of the workshop circular. For any enquiries, please contact the HKRMA at Tel: 852-2866 8311 or Fax: 852-2866 8380.