Customer Service Excellence in Handling Upset Customers

Staying Effective during Unpleasant Situations

2 days program

Why Improve Customer Service and Handle Upset Customers

Your customer is your business.  To be more profitable and more successful than your competitors, you need to turn your company into a customer-driven organization.  The difference between success and failure can be the quality of your relationship with your customers. 

Customers quickly tire of businesses that offer the same old quick-fix solutions, but always respond positively to professional, creative solutions.  Businesses that exceed the expectations of their customers are the winners.

Sometimes, no matter how hard you try, you are bound to come across upset customers once in a while.  Knowing how to respond quickly and professionally is the key in deciding whether you keep or lose customers.  


  • To explain the art of providing excellent customer service
  • To outline the psychology that governs upset customer behavior
  • To suggest procedures to take after the customer is gone
  • To present strategies for successful customer encounters
  • To provide proven techniques to calm upset customers

Benefits – By attending this course, you will learn:

  • Why customer care is sweeping the world
  • How to create customer satisfaction
  • Why it is important to calm upset customers
  • Why you want customers to complain
  • 6 things you can learn from upset customers
  • What to do when customers complain
  • What the upset customer wants
  • How your words make a difference
  • How to diffuse defensiveness
  • Apply proven techniques to get closer to your customers

Course Contents

What is customer service excellence

  • The importance of service excellence
  • Factors affecting excellence
  • Climbing the ladder of customer loyalty
  • Meeting the needs of different customers

Managing customer expectation gaps

  • Defining customer satisfaction
  • Build an organization that serves customers
  • Focus the organization to fulfill customer needs and values
  • Solicit customer feedback

Cultivate customer contact

  • Establish rapport and connect through communication strategies
  • Cultivating contact face-to-face, on the telephone, by writing and online

Why calm upset customers

  • Why it is important to calm upset customers
  • You want customers to complain
  • A learning opportunity
  • Understand the problem from the customer’s point of view
  • Build a culture for service recovery

Why do customers get upset?

  • Reasons for upset customers
  • Avoiding upsets
  • Returning calls

What can you do?

  • Personal presentation
  • Nonverbal communication
  • Words that make a difference
  • Watch your words

How do you calm upset customers?

  • Calming upset customers
  • What upset customers want
  • Listening habits
  • Calming customers over the phone

What to do after the customer is gone?

  • After the customer is gone
  • Incident review
  • Don’t take it personally

Who should attend

Managers, Supervisors, Executives and anyone who wishes to improve their skills in handling customer service in the organization.

Who is conducting the seminar

Jeyaraman has been in the field of sales for a total of more than 15 years.  He started his sales “career” while at still at school selling t-shirts and stickers to classmates. Since then he has sold quite a range of products and services like encyclopedias, exhibition space, industrial raw material, seminars and financial services.

Jeya brings with him a new approach to sales customer satisfaction, which has brought delight to his customers.   He has won praise and admiration for his ability to handle ‘tough’ customers with his compassionate approach and communication skills.

This was clearly proven when he was the marketing manager of an international trading company where he managed to secure and maintain orders from numerous companies like F&N Coca Cola.   He was instrumental in making his former company a market leader in the supply of fruit pulp to the various drinks manufacturers throughout the country.

He has provided such training to various companies and organizations including Malaysia Airlines, Honda Malaysia, Mitsui Sumitomo, Prudential, MCIS, Malayan Cement, Penang Tourist Association and Federation of Malaysian Manufacturers (FMM). 

Jeya has earned the coveted title of Malaysian Speaking Professional from the Malaysian Association of Professional Speakers and Masters in Education from the University of Rockhampton (US) specializing in Training and Development.  He has also passed PSMB’s Train the Trainer program.