Managing Difficult Client’s Situation (Basic)

Managing Difficult Client’s Situation (Basic)

KWSH-G&OE-B-033

Course Overview

COURSE DESCRIPTION / AIMS

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.

 

 COURSE OBJECTIVES

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.

  

COURSE OUTLINE

  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

Target Participants

All Healthcare frontline, support operational staff

Course Details

Date/ Time

29 March 2021

21 July 2021

26 October 2021

Time: 9 AM to 5.30 PM

Venue

Kwong Wai Shiu Hospital

705 Serangoon Road

Singapore 328127

Course Trainers

KWSH is delivering the course in partnership with the Parkway College

Mr Jahangeer Jamaludden

Director, Parkway College of Nursing & Allied Health

Mr Jahangeer Jamaludden is the director of Parkway College of Nursing & Allied Health Pte Ltd. He is specialised in organisational development and organisational’s training needs. He has conducted several corporate training programmes (eg. Career Planning and Coaching, Interviewing Skills, First Line Management, Teambuilding and Customer Service) in Singapore, Malaysia, Vietnam, Abu Dhabi, China and Kazakhstan

He also develops and conducts in-house programmes on leadership, teambuilding, customer service and other quality related training programmes. Jahan works closely with Skillsfuture Singapore to implement competency based learning and assessment for organization.

Course Fees: $286.00 (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
CTI@kwsh.org.sg

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