Skill Practice

Course objective: Handle difficult customers effectively.

You are a Team Leader. Your team members are young and lack experience in handling
difficult customers. The customers that they encounter generally fall into a few types of
profile. To be effective in their work roles, they need to identify the customer profile,
understand the differences between customer needs and expectations and resolve
customer issues effectively. You also want to impart some conflict management strategies
to help them deal with difficult customers in accordance with the company’s SOP.
Delivery approach:
Presentation, Group Discussions, Role Play, Case Study, Demonstration, Reflection

Challenge 1: (30 min)

 Develop the Learner Profile for your group using Illeris’ TDLM.
Demographics:

Give a rating (L, M, H) for each dimension and substantiate your views.

Cognition Emotion

1
Sociality
Challenge 2: (40 min)

 Craft 3 Learning Outcome statements to support the Course Objectives in this 3-hour
course.
 Adopt an appropriate Instructional Design Theory (Gagne or Kolb) to structure the
course.
 State the topic contents and/or Learning Activity for each duration.
 For each duration, indicate the Instructional Method (IM) and Resources.
 Present the above-mentioned points in the form of a Learning Plan outline as show
below:

Learning Outcomes:

LO1.

LO2.

LO3.

2
Learning Plan

Duration Instructional
Topic/Activity Resources
(min) Method

LO1:

LO2:

Break

LO3:

3
4