Course Title: Managing Difficult Customers

Course Description: This course is designed to help participants develop the skills needed to handle
difficult customers effectively. Participants will learn how to de-escalate challenging situations,
manage their own emotions, and build rapport with customers to create positive outcomes.

Course Outline:

1) Introduction to Managing Difficult Customers

• Understanding the impact of difficult customers on customer service
• Identifying the different types of difficult customers
• Defining the qualities of effective customer service

2) Managing Your Own Emotions

• Understanding the triggers that lead to negative emotional responses
• Techniques for managing your own emotions in challenging situations
• Understanding the importance of self-care and resilience

3) De-escalation Techniques
• Active listening skills to understand the customer's perspective
• Responding with empathy and understanding
• Techniques for calming down angry and upset customers

4) Conflict Resolution Skills

• Understanding the stages of conflict
• Effective techniques for resolving conflicts with customers
• Identifying win-win solutions to create positive outcomes

5) Building Rapport and Trust

• Techniques for building rapport and trust with customers
• Identifying common ground and shared interests
• Adapting communication styles to create positive outcomes

6) Addressing Specific Difficult Customer Types

• Dealing with angry and aggressive customers
• Responding to demanding and unreasonable customers
• Addressing chronic complainers and difficult-to-please customers

7) Conclusion and Action Plan

• Reviewing key concepts and skills
• Creating an action plan for implementing effective techniques for managing difficult customers
• Developing a personal development plan for ongoing improvement

This course can be customized to the specific industry or organization and can be delivered in a
classroom setting, online, or a blended format. Practical exercises and case studies can be included
to enhance the learning experience. The course can be delivered over a period of several days or
weeks, depending on the specific needs of the participants and the organization.
TRAINER PROFILE
Name: MOHAMAD KAMIL BIN ROHMAN
Contact Information: 017-6624262 / 011-13011619

Email: kamilrohman@gmail.com
Phone: 03-33720245
Address: 42, Jalan Demang 7, Taman Shahbandaraya 41000 Klang Selangor

Summary:
Experienced Corporate Trainer with over 6 years of experience in delivering training programs and
workshops for diverse groups of employees. Skilled in developing and delivering engaging training
materials, facilitating group discussions, and conducting assessments to evaluate training
effectiveness. A passion for helping employees grow and develop professionally, and a strong
commitment to providing exceptional customer service.

Key Skills:

• Training Delivery: Experience in delivering training programs and workshops, using a variety
of instructional techniques and multimedia aids to engage learners.
• Training Design: Ability to design and develop training materials, including presentations,
workbooks, and online resources.
• Facilitation: Skilled in facilitating group discussions, managing group dynamics, and ensuring
active participation from all learners.
• Assessment and Evaluation: Knowledge of assessment and evaluation methods, including
pre- and post-training assessments, surveys, and feedback mechanisms.
• Customer Service: Committed to providing exceptional customer service, responding to
customer needs, and maintaining strong relationships with stakeholders.
• Communication: Excellent verbal and written communication skills, able to communicate
effectively with individuals at all levels of an organization.
• Time Management: Ability to prioritize tasks, manage multiple projects, and meet tight
deadlines.

Work Experience:
• Ikhtiar Muda Enterprise – Project Manager
• ID Industries Sdn Bhd – Project Manager
• Sportathlon (M) Sdn Bhd – Consultant
• Jatomi Fitness (M) Sdn Bhd – Senior Consultant
• Kamen Twintech – Commercial Manager
• Wak Reja Katz Entertainment – Commercial Manager
• Directive Training International Sdn Bhd – Director of Sales & Marketing
Training Experience:
List of Client’s Conducted
Ajinomoto (M) Sdn Bhd January 2016
Tamadam Industries Sdn Bhd March 2016
Vesuvius Malaysia Sdn Bhd April 2016
Kawasaki Motors (M) Sdn Bhd September 2016
Ohta Precision (M) Sdn Bhd November 2016
Dailycom Sdn Bhd December 2016
The Chicken Rice Shop Sdn Bhd January to December 2017
Majlis Daerah Kuala Selangor November 2017
Vesuvius Malaysia Sdn Bhd July 2017
Majlis Perbandaran Subang Jaya April 2018
CAO Industries Sdn Bhd August 2018
Kuala Lumpur International Hotel August to December 2018
Kuala Lumpur International Hotel January 2019
3-point 8 art & Creative Sdn Bhd July 2019
Motosikal dan Enjin Nasional Sdn. Bhd (Modenas) August 2019
Gas Pantai Timur Sdn Bhd September to November 2019
IRR Sdn Bhd (Ippudo Ramen) September to October 2019
Trimode System (M) Berhad September 2019
Ministry of Home Affairs September 2019
Omnimetric Technologies Sdn Bhd December 2021
Trimode System (M) Berhad August 2022
Islamic Tourism Centre Malaysia November 2022
And many more

Roles as Corporate Trainer:

• Collaborated with subject matter experts and department managers to identify training needs
and develop customized training programs.
• Designed and delivered training programs and workshops for employees in various
departments, including operations, finance, and human resources.
• Developed and updated training materials, including presentations, workbooks, and online
resources.
• Facilitated group discussions and activities to encourage active participation and ensure
learners retained information.
• Conducted assessments and evaluations to measure the impact of training programs on
employee performance.
• Provided support and guidance to employees and maintained strong relationships with
stakeholders.
• Worked closely with department managers to identify training needs and develop customized
training programs.
• Responded to customer inquiries, provided support and guidance, and maintained strong
relationships with stakeholders.

Education:
• Diploma of Accounting in Accounts, Universiti Teknologi MARA, Seri Iskandar, Perak
• Master of Business Management in Administration & Business Management, University of
Malaysia Pahang, Pahang