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.


Think Buzan Licensed Instructor, PSMB Certified Trainer & Certified NLP Practitioner

Jeyaraman Seenivasagam has been a professional trainer for the last 20 years and his area of expertise is in Creative Thinking, Mind Mapping, Speed Reading, Presentation & Communication skills, Memory and Train the Trainer. Jeyaraman has a versatile background having served in insurance, sales & marketing, teaching, and training and development over 17 years with both local and multinational organisations. He has trained and spoken to m0re than 58,500 people in 8 countries, namely, Malaysia, Thailand, Singapore, Sri Lanka, India, Brunei, Cambodia and Maldives. He is highly passionate about human potential and believes that anyone can achieve ‘Peak Performance’ with the right attitude, guidance and knowledge. He strongly believes that every individual is capable of maximizing his or her own potentials and talent to achieve excellence and they should continuously pursue the creative discovery of their abilities.

He is passionate in the area of mental skills and would like to see more people exposed to such skills that can help them bring out their hidden potential. He has had experiences in the teaching and marketing area from the time he started his career in many different facets from insurance to food manufacturing. He has taught more than 58,500 participants skills like low profile selling, mind mapping, creative thinking and problem solving, memory and also speed reading. Jeyaraman utilizes hands-on exercises, role plays and humour to enhance learning that actually stick.

Some of the organizations that have benefitted from Jeya’s expertise are Petronas, Bank Negara Malaysia, Shell Sarawak, Sarawak Energy, Sapura Kencana, Universiti Malaya, United Overseas Bank, Tourism Malaysia, Malaysian Institute of Accountatnts, Institute of Engingeers Malaylsia, Phillips, Siemens, La Farge, International Construction Consortium (Sri Lanka), Aptech Computers (India), Speakout International (Singapore), Mitsui Sumitomo, Askap Gold (Cambodia), Male Airport Authority (Maldives), Overseas Assurance Corporation, Great Eastern Life, Honda Malaysia, Multimedia University (Malacca), National Science Centre, Federation of Malaysian Manufacturers, Malaysian Employers’ Federation and Malaysian Airlines.

As a speaker he has won several speech and humor competitions including the first South East Asian “Articulate Speech contest”. He uses a hands-on approach in his presentation with lots of examples, anecdotes and real life applications. This enables participants to immediately apply the techniques to improve their efficiency in their work and personal lives.