Managing Difficult Customer Situations

Course Description

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.

Course Objectives

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.

Course Outline

• 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

Who Should Attend

• Frontline and nursing staff who deal directly with external customers

Certificate Awarded

• Certificate of Attendance

Training details

• Entry Requirements:
  • Participants must be conversant in the English language

• Duration:
  • 2 days (total of 14 hours)

• Venue:
  • Parkway College, Jalan Bukit Merah