Influencing and Diffusing Skills for Difficult Customer Situations


Books-white 2 Day(s)  Coin-white $366.00
  Do you work with customers who often drive you up a wall? Although anger is a common emotional response to a frustrating situation, as professionals we can keep our cool and respond in a way which results in positive customer satisfaction. How customers are treated will ultimately create long-term customer relationships and loyalty. We need to deal with the situation in a manner which customers feels their needs are listened and addressed. ​You will look at skills, strategies, and approaches ​which can help you through trying times with difficult customers. You will also learn how to effectively deal with an angry customer.  
  By the end of this course, you will be able to: • Develop a win-win philosophy to win customers back • Acquire core competencies, winning skills and diffusing techniques to deal with customer’s feelings and problems • Identify appropriate words and actions to deal with difficult customers • Recognise different personality types and identify strategies to influence the different personality types • Understand and practice a range of influencing approaches and recognise the situations in which to use them  
  Your fundamental orientation • Win-win approach • A solution-based approach Getting in step with your customer • Understanding your working style • Style-stepping opportunities Core competencies in handling difficult customers • Service language • Diffusing skills using LAS2T • Winning words and soothing phrases • Various ways of saying “No” The art of handling difficult customer situations Approaches to influencing customers  
  Chua_bee_choo_sep3_2017   Vanisa_lee  
  Chua Bee Choo   Lee Lay Peng, Vanisa  

Chua Bee Choo conducts training mainly in the areas of customer service and personal effectiveness. Her areas of training include Customer Service, WITS/IQC, Emotional Intelligence, Time Management, Managing and Motivating Frontline Staff for Service Excellence, Working with Difficult People and The 7 Habits of Highly Effective People.

Ms Chua’s experience comes from years of working with people from different industries, both from the private and public sectors. Her forte in customer service comes from her practical experience in dealing with customers at the front counters and call centres, as well as developing and implementing service policies and initiatives; such as setting service standards, conduct service audits, evaluating performance and implementing the integrated rewards system for the organisation.

She holds a Master of Education in Training and Development with the University of Sheffield, Bachelor of Arts (Hons), Diploma in HRD, Associate Diploma in Customer Service (USA) and the Associate Diploma in Public Speaking (LCM), a Certified Trainer for the Disc Profiling System, Certified Trainer for the 7 Habits of Highly Effective People, Certified Six Seconds Associate EQ Trainer and Certified Stress Management Consultant. She has also attained ACTA certification awarded by WDA.


Vanisa specialises in soft skills training particularly in the area of service excellence and people skills.

She has many years of experience teaching and facilitating adult learning in both government and private sectors. Her early careers were in human resource, organisation development and culture.

Vanisa holds a Master of Education degree from the University of Southern Queensland (Australia), a second class honours (upper) degree in Social Science from the National University of Singapore (Social Work), a diploma in Training and Development Management from the Institute of Training and Development (UK) and another Diploma in Teaching of English as a Second Language (TESOL).

She is a certified teacher for the Spalding Method to Literacy. She is qualified to administer in Personality Profiling System (DISC) and Six Seconds Emotional Intelligence (EQ). She possesses Workforce Development Agency (WDA)’s Work Skills Qualification- Advanced Certificate in Training and Assessment (WSQ-ACTA). Vanisa is also trained by Harvard Professor Robert Kegan to facilitate personal/group development using the Immunity to Change Approach.

Vanisa is recognised by Institute of Adult Learning Singapore as an Associate Adult Educator.

Date Time Address Available Slots Class ID Registration
09 June 2020 09:00 AM
05:00 PM
TBC090620 25 / 25 501
10 June 2020 09:00 AM
05:00 PM
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