Dates: 6 Apr; 15 Aug 2018

Time: 9am to 5pm

Venue: HDB Hub, Toa Payoh

Fee: S$380 only


FOC for the 11th participant
for 6th participant.

As people get better travelled and with the rise of social media, consumers are getting more demanding and difficult with service standards. In the current competitive environment, the only way to stay on top of the game is to ensure that your team of sales and service individuals are able to communicate and connect with all genres of customers. This will also mean that your customers will always have the best customer service experience with you.

The participants for this course will get to better identify the different types of difficult customers, use effective questioning and response techniques in order to influence such customers, for both sales and service recovery. In addition, you will also learn how to reduce negative feedback from difficult and demanding customers.

Course Outline

  • The different types of customers
  • – understand the types of customers you handle
  • Identify the difficult customers
  • – how to spot the difficult customers
  • – what to do with angry/aggressive customers
  • – what to do with manipulative customers
  • – strategise plan of actions to resolve situations
  • How to communicate with the difficult customer
  • – how to listen, not just hear
  • – vital communication skills
  • Effective questioning techniques to influence the customers
  • – be able to draw out any hidden agendas
  • Common customer frustrations
  • – understand common grouses of customers
  • – how to counter and reduce the need for service recovery
  • Listening and responding stances
  • – use the right form to reach out to customers’ needs
  • – how to reduce negative feedback
  • Common mistakes to avoid with customers
  • Service recovery strategies
  • – how best to handle different feedback

Who Should Attend

Managers, Supervisors, Executives, Sales/Service Teams or anyone who wants to improve and enhance their skills in dealing with difficult customers.

Facilitator’s Profile

Ms Ng

Ms Ng is a powerful coach who helps companies and their personnel grow in their professional and personal journey.

Charismatic and enthusiastic, she is a one of a kind trainer. Her unique blend of theory, married with experiential dimensions provide more than a cognitive learning process.

Ms Ng uses her broad experience gained in all her training sessions. She has vast experience in client relationship management, service quality, branding / marketing from the leadership roles she held in the past.

The Interpersonal Skill Specialist

ACES Learning Hub Pte Ltd

Call: Sharon 6299 0885; Irene 9235 1622

What Our Participants Say

“I have learnt there are many types of customers and how to deal with them. The difference between “Hear” and “Listen”. Asking intelligent questions will allow you to develop communication with the customers.”

“Trainer is able to keep the class lively and attentive throughout the lesson. Innovative way of distributing the certificate by making the classmates guess who is the next recipient.”

"Miss Ping is good. She shares lot of examples. She is approachable, learnt communication skills and how to manage difficult customers. It is still engaging."

"I like the trainer Ms Ping as she makes this course perfectly and funny. She teach me more in assist different kind of customers."

"How to handle the difficult customers and to serve them pleasantly, even over the phone."