Course Details


Managing Difficult Customer Situations
MDCS01


With rising customers' expectation on service level, the challenge to satisfy them is ever increasing. Chances of meeting irate or frustrated customer may be more often, putting frontline staff to the test frequently. To remain passionate in the course of duty, it will require certain skills to respond to customer in a professional manner.


This course aims to provide insights through understanding the customer and situation and engaging skills to handle them professionally. Participants will also learn how to manage their emotions when dealing with difficult customer situation.


Duration: 2 days, total of 14 hours


• Identify and understand unique customer situation
• Differentiate between difficult and upset customer
• Understand customer to manage them professionally
• Respond appropriately through effective communication
• Use verbal softeners and comforting phrases to show empathy
• Engage skills to diffuse difficult customer situation
• Manage own emotions


Frontline and nursing staff who deal directly with external customers


Certificate of Attendance


Participants must be conversant in the English Language


N.A.


Parkway College, Jalan Bukit Merah


Per participant: S$430

* All fees quoted are inclusive of prevailing Government Goods & Service Tax