Managing Difficult Customer’s Situation

  • 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 likely, putting frontline staff to the test frequently. To remain passionate in the course of duty, it will require certain skills to respond to customers 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

  • Course Structure
  • Duration: 1 day (7 hours)

  • Who Should Attend
  • All frontline staff who deal with customers  

  • Certificate Awarded
  • A “Certificate of Attendance” will be awarded by Parkway College. 

  • Course Fee
  • Per Participant: S$214


    1. 1. Fees are inclusive of prevailing Government Goods & Services Tax.
    2. 2. Parkway College reserves the right to postpone or cancel the courses if minimum enrolment is not met.


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