Course overview





Course type


Course fee

(including 7% GST)

Full Fee with GST : $856.00


SkillsFuture Credit

SkillsFuture Funding

Course Overview

When it comes to dealing with customers, it’s as much about what you say as how it is you say it. Learn how to engage customers even in the most awkward situations through the customer service language. Build up confidence in handling difficult conversations with customers, and how to make the most positive and engaging impact upon them.

Course benefits

Business Outcomes

When your staff are trained in this crucial area, their confidence in handling customers especially difficult customers will be boosted. They will be able to engage the customers professionally in customer service language.

Learning Outcomes

At the end of the programme, learners will be able to 

• Be adept at using customer service language to build rapport with customers

• Draw up a list of customer service phrases for the intended audience

• “Think on your feet” and to react positively to different customer situations 

• Be better prepared to handle difficult customer conversations with confidence 

Course outline

Learning Unit 1 – Identifying our customers

• Who are our customers?

• Types of customers and their communication styles

Learning Unit 2 – Building Rapport with Customers

• Importance of rapport building in conversations

• Communication process

• Reading customer’s non-verbal cues

• Active listening and questioning

• Rapport building 

Learning Unit 3 – How and What to Say

• Words, tone and body language that WOW the customers

• Words, tone and body language that inflict pain on the customers

Learning Unit 4 – Scripting the Language to Customers

• Positive and negative language

• Basic language fundamentals 

Learning Unit 5 – Dealing with Specific Customers Situation

• Case studies


2 days

Who should attend?

Level 1 - Admin & Support

Programme leader

Francis Ho has been a soft skills trainer for 18 years. He has trained extensively in Europe, China, Japan, India and many regional countries. Francis was among the specially selected trainers to train all the hawkers in Singapore to upgrade the service standards in preparation for a major international conference hosted by Singapore in the early 2000s.

He is also one of the pioneer trainers to run the Government-endorsed 5-day intensive Certified Service Professional course (CSP). He was then selected to showcase a segment of this programme to the ministers and senior representatives of major industrial partners in the service sector during the signing of MOU for the service sector to support this programme.

Francis is particularly passionate about customer service. His personal mission is to help transform service providers to be SERVICE PROFESSIONALS through his fun, lively and interactive training approach. For his contributions in trainings, Francis was awarded 3 May Day awards in 2009 by the minister of Manpower. 

Course fee

Programme Fee Amount (including 7% GST) Remarks
Full Fee with GST $856.00 -

Programme Fees

Full Course Fee: $856.00(inclusive of 7% GST)

Nett Fee (after funding)*: $296.00

For Employer-Sponsored Participants:

SME: $296.00 Non-SME: $456.00

For Participants eligible for SkillsFuture Mid-Career Enhanced Subsidy:

40 years old and above

(Singapore Citizen only): $296.00

For Self Sponsored Participants:

SkillsFuture Credit is applicable for Singapore Citizens aged 25 years old and above only

Inclusive of 7% GST (GST is based on Full Course Fee)

*Terms and conditions apply

Programme Executive In Charge : Grace Tan

Telephone number : 62489414 | 62466746

Email :

Non-members are welcome to sign up for SIM membership to enjoy the discounted rate.

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