Managing Difficult Client’s Situation (Basic)

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

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.

All Healthcare frontline, support operational staff