Important HRD Corp Update: Effective 15 June 2026 onwards all grant approvals MUST be obtained at least 14 calendar days before the training commencement date.

Professionals

From Challenging Customers to
WOW Customer Experience

Handle challenging customer interactions to deliver exceptional customer
experiences.

Join Us Today

Duration

2 Hours

Trainer

Shailen

Fee

Free

HRDC Claimable?

Yes

Course Overview

In today’s competitive business environment, managing challenging customers and delivering exceptional customer experiences are critical to building long-term customer loyalty. This 2-day workshop equips participants with the skills to handle challenging customer interactions while transforming these situations into opportunities to deliver exceptional customer experiences.

Understand the importance of managing difficult customers and exceeding customer delight.

Develop key customer service communication skills to handle challenging situations.

Learn specific methods to manage difficult customers and implement service recovery.

Understand the importance of delivering a WOW Customer Experience (CX).

Develop tools to create sustainable customer relationships and loyalty.

Build a customer-centric culture and align it with the organization’s branded experience.

What You'll Learn

Understanding Your Customers

Identify different customer personalities and manage them effectively.

Managing Difficult Customer Interactions

Apply specific methods to manage difficult customers efficiently.

Maintaining Professional Composure

Stay resilient and motivated after challenging encounters.

Professional Communication Techniques

Develop effective communication skills for telephony and face-to-face interactions.

Delivering Exceptional Customer Service

Create WOW moments that enhance customer loyalty and satisfaction.

Workshop Outline

A step-by-step breakdown of what you’ll learn during the workshop

1

Module 1

The Perception of Service in the Experiential Economy

2

Module 2

The Emergence of Dissatisfaction in Customers

3

Module 3

Understanding Difficult Customer Encounters

4

Module 4

Managing Difficult Customers

5

Module 5

Customers & the WOW Experience

6

Module 6

WOW Customer Engagement

4

Module 7

WOW Telephone Etiquette and Face-toFace Service

5

Module 8

Building a WOW Customer-Centric Culture

Trainer Profile

Shailen

Mr. Shailen brings with him over 14 years of hands-on experience in the Hospitality and Food & Beverage industry, where he has developed deep expertise in customer experience, team development, operations, and service quality. His career spans across international hotel chains and retail F&B brands, where he has consistently driven excellence in frontline performance and guest satisfaction.

He is currently serving as a Master Trainer for a global retail brand, where he designs and delivers structured, impactful training programs across Southeast Asia. In this role, he also leads the development of regional trainers, focusing on capability building, coaching, and the consistent execution of brand standards across all markets. Mr. Shailen holds several professional certifications that reflect his commitment to excellence in people development.

HRDCorp Accredited Trainer

Certified Associate Coach (CCA)

llaollao Trainer – SEA

Certified in WSET Level 1 & 2

Certified Food & Beverage Manager

E. Master’s in Business Management (UMP)

Course Details

Date

12 Jun 2026

Time

10am - 12pm

Format

Online (Zoom)

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