Managing Difficult Client’s Situation

Managing Difficult Client’s Situation

KWSH-GOV-29 (Intermediate)

Course Overview

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

  • Identify and understand unique customer situation
  • Differentiate between difficult and upset customer
  • Understand customer to manage them professionally
  • Respond appropriately through effective communication
  • Engage ‘CATS’ to diffuse difficult customer situation

Target Participants

For all Healthcare Frontline and back end Operational as service excellence needs to permeate through the whole organisation for a culture of service excellence to be developed

Course Details

Date/ Time

Run 1: 31 January 2020

Run 2: 15 July 2020

Run 3: 4 November 2020

Time: 9 AM to 6.00 PM


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

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: $257.89 (inclusive of 7% 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. Go to the following URL:

Contact us:

(65) 6422-1300