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Art of Saying No to Customers Without Offending Them (SFC) 


It is common knowledge that an organization exists to fulfill the needs of its customers. Customers, therefore, can make or break a company. We all hear the adages that “customer is king”, and “customers are always right”. But are they always right – all the time?

Some customers make unfair demands. Do we have to comply? The answer lies in understanding the rights and responsibilities of both the buyer and the supplier. Sometimes we have to say “no”. However, to say “no” to customers without offending them, and still maintaining a healthy relationship with them, is an art.

This 2-day program will show you how to achieve this. From how to communicate effectively with customers to being more customer focused in our services so that we can prevent upsetting a customer, to learning how to disagree with customers, to how to turn complaints to opportunities, you will learn the art of being assertive so that you can say “no” confidently to customers without upsetting them and still maintaining the good relationship with them. 


At the end of the 2-day program, participants will be able to:

• Learn how to say “No” to a customer when necessary while maintaining the relationship
• Better understand customer expectations and how they impact the level of service to them
• Enhance engagement with customers through more effective communication
• Manage and turn around upset customers.


Examples, videos, case-studies, role-plays, self-analysis, group discussions and hands-on exercises on the various techniques will ensure participants can apply them back at their workplaces.


Session 1: Introduction

•Trainer’s introduction
•Icebreaking activities
•Participants’ introductions and their individual learning needs
•Program objectives and layout of topics
•Group discussion on the reasons why we need to say “no” to customers
•Group discussion on rights and responsibilities
•The 3 behavioural types
•Introduction to the art of assertiveness

Session 2: How to Say “No

•The 6 step process on how to disagree with the other party
•Participants’ role-plays on the 6 step process
•Understand stress management

Session 3: Effective Communication

•Understand what is active listening
•Learn the art of asking questions
•Know the dangers of assumption
•Understand body language
•Know the importance of “I” statements
•Participants get to practise all these skills

Session 4: The Art of Assertiveness

•Learn the technique of looking at the “big picture"
•Profile and understand their personal behavioural styles
•Learn how to use the “power” words
•Practice giving and receiving criticisms
•Practice giving and receiving feedbacks

Session 5: The Corporate Service Culture

•Discussion on the service culture of their own company
•Understand customers’ expectations of their services
•Learn how to be more customer-focused in their services
•Learn how to improve upon their self-image and self-esteem

Session 6: Managing Difficult Customer Situations

•Understand the hierarchy of customer service
•Know how to manage customers’ expectations
•Learn how to recognize the behavioural styles of customers and how to blend their own behavioural styles for most effective communication with the customers
•Learn how to turn complaints and adversities into opportunities
•Know how to calm upset customers

Session 7: Participants’ Self Reflections & Personal Action Plan

•Participants reflect on what they learnt at the end of each day
•Participants log in at least 3 action items they wish to implement back at their workplaces  


Mr Teo, John

John Teo has more than 25 years of working experience in senior management and more than a decade of training, management development and facilitation experience.

John is the President of International Brotherhood of Magicians (Singapore Chapter) and he frequently uses magic in his workshops presentations not only to enliven the audience, but also to bring out important learning principles in a fun way. It is in magic that John’s application of creativity and innovation is most evident.

Combining his success in management, business and magic, John is best qualified to teaching creativity and innovation. John has previously delivered Creativity workshops to Neptune Orient Lines, National Library Board, and McDonalds Asia Pacific. Here is what one satisfied customer said of his Creativity workshop: "Thank you, John, for all your valuable instructions and hard work at our McDonald's conference. You were much appreciated by all of our attendees for your wit, charm, knowledge of subject and ability to deliver... You're the best!" – Carl (CW) Wolfe, Global Manager, Marketing, McDonald's Corporation.

Besides Creativity and Innovation, John also specializes in the areas of Teambuilding, Leadership, Managing Conflicts, Handling Difficult People, Interpersonal Communications, as well as Project Management. Some of his clients include Jurong Shipyard, Land Transport Authority of Singapore, Management Development Institute of Singapore, Ministry of Defence and Singapore Prison Services.

John is a Certified Professional Behavioural Analyst (CPBA), and a member of the Marketing Institute of Singapore (MMIS). In addition, he also holds a Bachelor of Engineering from the National University of Singapore, and a Certified Professional Trainer from the International Professional Association, UK.

Who Should Attend

Anyone who wishes to say “no” to another party without offending them.

Course supported for the new Union Training Assistance Programme (UTAP) funding

Union members may enjoy up to $250 unfunded course fee support when you sign up for courses supported under UTAP. Conditions apply. Visit www.ntuc.org.sg for more information.  



14 to 15 February 2019 


9:00am to 5:00pm 


NTU@one-north campus, Executive Centre 

Closing Date:

31 January 2019 

Course Fee:

Standard: S$631.30  

NTU/NIE Alumni, Staff & Students: S$505.03  

Group (3 & Above): S$568.17

NTUC Member: S$568.17


Registration fees inclusive of:

  • Course materials

  • Light refreshments

  • Complimentary Lunch - applicable at NTU@one-north campus only

  • Prevailing GST

Online Registration

>> CLICK HERE to Register Online


Methods of Payment

1. Credit Card (Visa, American Express and Mastercard only)

2. Cheque made payable to Nanyang Technological University

3. Invoice to Company (for Company Sponsored Participants)

4. E-invoice (for Government Organizations)

5. Telegraphic Transfer or Bank Draft (Note: All related charges are to be borne by participant)

Cancellation & Refund Policy

A written notification to pace@ntu.edu.sg or fax to

6774 2911 before course closing date.

No cancellation charges (Full refund)



A written notification on or after course closing date.

No Refund

SkillsFuture Credit (if applicable):
- Participant to cancel their claim with WDA
- PaCE@NTU reserves the rights to collect the full fee amount from the participant

Replacement Policy

Given a 3 days notice before course commencement, companies may replace participants who have signed up for the course. Terms and conditions apply.


There is no replacement for participant utilising SkillsFuture Credit. Participant to cancel their SkillsFuture Credit claim with WDA.

Terms and Conditions

• Course is subject to a minimum participation before commencement
• Course is subject to a first-come-first-serve basis in light of overwhelming responses
• PaCE@NTU reserves the right to change or cancel any course or trainer, in light of unforeseen circumstances
• All details are correct at time of dissemination

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