Managing Difficult Customers (Service Challenges)
About This Course
This practical course equips frontline, customer-facing, or office professionals with the knowledge and skills to manage service challenges effectively. Participants will build a strong foundation in identifying common service triggers and customer pain points, understand when and how to escalate issues appropriately, and gain the confidence to carry out service recovery efforts.
By the end of the course, learners will be able to respond to service breakdowns professionally, minimise customer dissatisfaction, and contribute to maintaining a high standard of service within their organisation.
What You'll Learn
The course focuses on building practical skills in the following areas:
- Identify common service triggers and recognise early signs of potential service challenges
- Understand when and how to escalate unresolved issues, and the importance of following escalation protocols
- Apply service recovery techniques to restore customer confidence and maintain service standards
This course is ideal for professionals in support and customer-facing roles, including administrative staff, service coordinators, receptionists, call centre agents, operations personnel, or roles that involve managing customer interactions.
Entry Requirements
able to speak, read, and write at a English proficiency level of ES WPLN L3 or equivalent
attitudes that include: a sense of responsibility, able to organise and multi-task, being passionate in performing work activities
target age group: 25 and above
minimum education level: secondary education
required years of experience: 6 months of work experience