Keep Customers Happy, Keep Them Coming Back



The best teams perform at the highest levels, governed by a laser focus on managing that performance. Learn how to establish strong performance standards, improve those standards, and communicate expectations across your organization for aligned contribution to your goals and objectives.


Why Take This Course?

In the ever-competitive service-orientated business environment, customer expectations are constantly rising, while customers are getting more impatient. Organisations need to put in place service frameworks to handle and manage various types of difficult customers. 


While no one likes dealing with difficult customers, enlightened companies place special attention on difficult customers, since they’re the ones with the highest retention rate. 


The reason is because difficult customers usually have a hard time getting what they want from all of the vendors they deal with. If your organisation’s customer-facing employees can master the skills from this workshop, you can convert your difficult customers one at a time into an extremely loyal customer base that returns to you every time.

Workshop Objectives

This 1-day (8 hours) programme is designed to help leaders:


  • Recognise the common profile of negative and difficult customers


  • Handle difficult customers with confidence


  • Apply engagement strategies confidently to defuse the situation and restore and recover the customer relationship

Resources & Quicklinks

View this course’s outline.

Sign up for the course.

Speak to an ODC Specialist.

Key Programme Outline

ODC’s Handle & Manage Difficult Customers workshop gives your employees the necessary skills and mindset needed to handle the most difficult customers in your unique industry. Through hands on activities and real life experiences, participants will learn:

Values alignment and what is in it for me? 

Recognise that the success of an individual’s career is integral to the success of the organisation’s success

Renew employees’ service mindset 

Recognise the common profile of negative and difficult customers

Understand the common types of difficult customer and their symptoms, signals and triggers

Select the correct response in handling difficult customers, taking into consideration diversity in areas of age, gender, race and nationality

Handle difficult customers confidently

Acknowledge and apologise to customer politely

Confirm details of referred complaint

Use active listening and questioning skills to uncover customer issues and problem areas

Establish mutually acceptable resolutions to complaints within own limits of authority and according to organisational customer service policies and procedures

Assure customer that appropriate actions will be taken to resolve the complaint

Use effective communication techniques to develop rapport with the customer and consolidate customer confidence

Implement agreed actions and follow up with customer until complaint is satisfactorily resolved

Follow organisational procedures if customer would like to escalate complaint to higher authority

Apply engagement strategies confidently to defuse the situation

Calm: Calm yourself down before engaging with customer

Assure: Demonstrate concern and empathy when engaging with customer

Listen: Actively listen to identify root cause and determine profile of customer

Mend: Based on information received, proceed to resolve issue with customer

Sincerity: Demonstrating sincerity throughout the process is the best practice to building customers’ confidence and regaining goodwill

When interacting with customers, demonstrate the qualities of a customer service professional

Build relationship with customer by demonstrating empathy and showing sincere concern

Meet customers’ needs by applying accurate product and service knowledge, organisational service procedures and policies, as well as related legislations

Learn From The Comfort Of Your Device (During Covid-19)

If you’re wondering if Covid-19 is going to prevent you or your team from attending our workshops - there’s good news.


ODC courses and workshops are fully online, and conducted through enterprise-grade software like Zoom and Udemy, which means you can learn from the comfort of your own home, yet have as close to the same experience as possible.

ODC’s Training Methodology

The workshop will involve formal inputs with activity-based skill-building exercises and interactive group discussions. 


Participants will learn about their own working style and how best to work with other types of working styles. Participants will be fully engaged for optimal learning and maximum results.

Here’s What People Say About Our Courses


Knowing about the different stages of conflict enables me to better manage diversity and develop my team.

Yenom Pte Ltd

Chin Lih Shyong



ODC Trainers are experienced, creative, clear in their explanations, and facilitate discussions effectively.

Adventus Singapore

Oh Si Hui



Having the opportunity to role play in class helped me to gain a better understanding of the content.


Pek Kian Kok

ODC Introduction

ODC ( is a regional corporate training provider and also an ATO focusing on leadership development and management skills training (WSQ LPM). 

Headquartered in Singapore, ODC provides skills-based workshops focused on delivering meaningful learning experience, anchored by quality trainers and sound adult learning principles that are trusted by global MNCs across 14 cities.


Gain Insights From Relevant
Hindsight, Taught Through
Highly Engaging Online Lessons

ODC carefully chooses industry experts and leaders, who have at least 10 years of management and training years in their chosen topic, so you get topic-relevant insight that’s tested and proven to work.

Our training lessons are deliberately designed to create an experiential learning (based on role plays) environment for your team’s WSQ LPM assessment. Learn while having fun!

+65 6289 9196
+65 6887 4892

All Rights Reserved, ODC Training Pte Ltd

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