Managing Difficult Customer Situations
Course Information
1 Day Course
Fee: $680 (before GST)
Course Dates:
- 17 June 2025
Time: 9.30am – 4.30pm
Contact: [email protected]
Venue: Online (via Zoom)
Course Introduction
Good communication and interpersonal skills are essential in every job you do. In our everyday interactions,
we may come across customers whom we have difficulty interacting with. This practical and comprehensive
program will help you develop better communication and interpersonal skills. It will equip you with the ability
to read different customers and use the right techniques to deal with them. Participants will also learn how to
manage their own emotions when in a difficult situation as well as learn conflict management techniques. A
highly interactive method will be employed to keep the workshop relevant and useful for participants.
Learning Outcome
- On completing this program, participants will be able to:
- 1. Identify their personal strengths and weaknesses in communicating with customers
- Emotional Triggers of Customers
- 3. Learn how to turn a situation into a win-win scenario
- 4. Learn how to identify emotional triggers in customers
- 5. Understand the conflict management process
Course Outline
- Introduction to Difficult Situations
- Psychology Of Customer Behaviour
- Emotional Triggers of Customers
- The Pillars of Customer Engagements
- Individual Interpersonal Skills and Working Styles Assessment
- Main Barriers of Customer Engagements
- The basic principles of handling difficult people
- Making Impact - The words and Action
- Techniques and Strategies revealed - The secrets of body language
- Diagnosing your customer - Customer Profiling
- Identifying Root Causes - Intent vs Actions
- Soft or Hard Approach
- Using EQ for Leverage
- B.E.E.P Strategy
- Playing the Implicit Persuasion Strategy
- Learning to Application
Trainer's Profile
Praga is a highly interactive and engaging international trainer, whose work is mainly based on research
and applied knowledge from extensive experiences in bench-marking organizations best practices.
As a dynamic training & development leader with more than 2 decades of experience, his training
Uniqueness comes from his Accelerated Training Approach which is built on Learning Design
Re-patterning Model™ known by many to be empowering, refreshing and filled with success formulas.
Praga is the co-founder of Accelerated Training Approach™ built on Learning Design Re-Patterning Model
and a Fellow Member with the Institute of Therapies Management (London). Holding a Masters
in Organizational Psychology, a Degree in Business Administration and several Diplomas in Psychology
and Psychotherapy. Praga is the only Singaporean to be certified as a Master Trainer with the Institute
Therapist Management of London researching on Human Behaviour.
In the early years, after serving the Republic of Singapore Navy for 7 years, Praga worked has an IT
program consultant by delivering program seminars to industrial leaders where he was also recognized
and awarded the best sales performer for continuously achieving and exceeding organizational targets. He
also became competent in the field of Information Technology by successfully completing and becoming
a Microsoft Certified System Engineer(MSCE), Microsoft Certified System Administrator(MSCA) and
Cisco Certified Network Associate (CCNA).
He’s also a:
• Certified Agile-SCRUM Master ®
• Certified Agile-SCRUM Product Owner ®
• Certified NLP Master Practitioner™
• Certified NLP Master Life Coach™
• Certified Master Trainer in Psychotherapy™
• Certified Behaviour Management Specialist™
• Certified EQ Practitioner™
• Certified Psychometric Profiling Trainer™
• Certified Trainer in Applied Counselling™
• Certified Stress Management Trainer™
• Certified ACTA Trainer & Assessor