Managing Difficult Client’s Situation (Basic)


Course Overview


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



The 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.



  1. Identify and understand unique customer situation
  2. Differentiate between difficult and upset customer
  3. Understand customer to manage them professionally
  4. Respond appropriately through effective communication
  5. Engage ‘CATS’ to diffuse difficult customer situation

SSF Tagging
SSF: Respond to Service Challenges
Domain: Inter and intrapersonal skills
Level: Basic II

Please Note:

A minimum of 75% attendance will be required for you to complete the programme and receive your certificate.

Target Participants

All Healthcare frontline, support operational staff

Course Details

Date/ Time

28th February 2024

30th May 2024

29th August 2024

28th November 2024

Time: 9 AM to 5.30 PM


Kwong Wai Shiu Hospital

705 Serangoon Road

Singapore 328127

Course Trainers

KWSH is delivering the course in partnership with the Parkway College

Leslie Satish Kumar

Training Officer, Parkway College of Nursing & Allied Health

Mr Leslie is a training officer in Parkway College of Nursing & Allied Health with 22 years of working experience. He has an advanced diploma in management from Kaplan Higher Institute in Singapore (2019). His area of specialization involves curriculum planning and development and implementation and evaluation of training plans. He has also been involved with aligning training needs to organizational goals at all levels, and reviewing training policies and streamline processes for better efficiency and effectiveness.

Course Fees: $312.52 (excluding GST)

Prevailing course fee subsidy at 90% for Singaporeans/ PRs and 45% for foreign staff working in eligible community care organisations.

Please register for the course via AIC Learning Management System (LMS 2.0).

Contact us:

(65) 6422-1300