National Programme

 In-House Customised
 Training Programmes
For enquiries on in-house customized training programmes, please contact

Tel : 6221 1241
Email : trg@ustage.com.sg
Customer Relations

 Managing Difficult Customers and Situations
Course Synopsis

Dissatisfied customers stop buying but the danger doesn't stop there. It can be mentally frustrating to deal with customers who are angry. Employee morale dives down and the reputation of the company suffers. The horror stories of difficult customers are often scarier than many of the blockbuster Thai ghost movies.

The saying that 'customers are always right' does little to help but instead complicates matters. The simple truth is that no human is always correct yet no customers will ever admit that they are unreasonable. Of course, excuses from providers when they are at fault are equally bad and does more harm than good. It would seem that more people believe in 'I am always right'!

All providers should instead be equipped with a framework that replaces 'customers is always right' to 'customers comes first'. By placing the customers as the priority, we can unlock the key to win-win outcomes. Our ability to pinpoint the actual problems on hand and analyse the underlying concerns will enable us to apply the appropriate strategies and techniques on the situations we faced with our customers at the workplace like a stroll in Disneyland.

Instead of riding emotional rollercoasters, we should be serving our customers with great drive and energy. Let the Thai experts handle the screams and horrors.

Course Objectives

Learners should be able to achieve the following 3 main objectives after the engaging session:
1. To adopt the right mindset towards addressing customer enquiries, feedbacks and complaints;
2. To understand the various types of customer situations and the appropriate strategies and techniques; and
3. To apply the Customers comes First Framework to handle difficult situations.

Who Should Attend

Managers, supervisors & personnel involved in providing service either externally to customers or internally to colleagues in the same company should attend this practical skills-based programme.

Course Outline

1. Introduction to Types of Customers Situations
2. The Customers comes First Framework
3. Practical Listening and Paraphrasing Skills
4. Golden Rules and Real-life Tips
5. Engaging Case Scenarios and Role-Plays

Course Trainer

Mr Andy Lim

Mr Andy Lim is the co-founder and Director of Universal Stage Pte Ltd. He leads the Strategic Initiative division where he works in partnership with companies on various high value projects to enhance their business capabilities by adopting a holistic approach to integrate multiple management ideologies into long term business process planning.

Using his vast experiences in consulting and close working relationships with companies, Andy designs and develops programmes that are practical and applicable to the workplace. His ability to bring real-life examples in interesting and witty way into his programme delivery has brought him praises from learners.

Participants have awarded him with the highest level Five ratings as the lead facilitator for the Max Talent Programme, a place and train programme by WDA from 2012 to 2014 to assist Professional, Managers and Executives (PMEs) to secure gainful employment to Small and Medium Sized Enterprise (SMEs) through a six months initiative which includes a three-day workshop and a monitoring framework with the use of a Talent Resource Kit designed, developed and delivered exclusively by Universal Stage Pte Ltd.

Andy is the lead facilitator for few public run courses under Universal Stage, to name a few such as Secrets of Customer Service, Managing Difficult Customers and Situations, Effective Handling of Employee Discipline and Grievances and KPI with Performance Management. Programmes facilitated by Andy have received excellent review from learners. Andy also conducts customized in-house programme for companies from different industries including trading, construction, medical, beauty and wellness, manufacturing, retail and F&B.

Course Details

Course Date : Thursday, 9 May 2019
Duration : 9am to 6pm
Venue : Hotel Grand Pacific
Course Fee - after SDF Subsidy(Inclusive of GST)
All Companies : $412
Click here to download Brochure