Date: 25 & 26 May (Thur & Fri) | Time: 9am to 5pm

Holiday Inn Orchard | Fees: $385 (After 70% IBF Funding)*

Enjoy Up to 70% Funding for Singaporeans & PR*

A customer complaint is the most valuable source of feedback you can receive to improve your business. This new and improved second edition guides you through responding to complaints, taking advantage of when complaints become personal, and how you, too, can complain constructively and effectively.

By turning customer complaints into opportunities, you can improve your products and services, strengthen customer loyalty, and enhance your reputation. It's important to view negative feedback as a chance to learn and grow, rather than as a setback or failure. With the right mindset and approach, you can turn customer complaints into positive outcomes for both the customer and your business.

Turning customer complaints into opportunities is a critical skill for businesses to develop. Here are some tips to help businesses transform negative feedback into positive outcomes: This 2-Day course will equip you with the skills to establish customer rapport and effectively respond to escalated service challenges and service opportunities, so as to develop customer relationships that build customer loyalty and confidence in the organization—essentially to turn customer complaints into your organization’s opportunities.

Understand what is making Customers so difficult and apply the appropriate methods to enhance your knowledge of your customers, products, and service offerings.

Demonstrate the ability to establish rapport with customers using Communication Techniques.

Apply empathetic listening and Active Listening techique to resolve issues

Identify Potential service challenges and opportunities that may arise during Pre and post-sales/service follow-ups and how to overcome them

Learn how to structure your response and recovery techniques to critical service challenges

Apply the effective and proven service leadership to turn customer sceptics into strong advocates.

Salman is a globally accomplished Change Management / Business Transformation / Learning & Development specialist. He is currently doing his Doctor of Philosophy in NEWCASTLE BUSINESS SCHOOL, NORTHUMBRIA UNIVERSITY, UK. His certification includes Adult Education Professionalization – Associate Adult Educator (AEP - AAE), WSQ Advanced Certificate in Learning & Performance (ACLP). Northumbria. In October 2021, he received accreditation as an Adult Education Professional, in recognition of his significant role in raising the quality of Continuing Education and Training (CET) in Singapore. AEP is a national level initiative under Singapore’s SkillsFuture agenda, driven by the Institute for Adult Learning (IAL). This latest achievement builds upon his solid track record of transforming organizations in mission critical areas: -

Limited Seats Left. Don't Miss this highly popular Customer Service Training Certification. RSVP your seat early to avoid disappointment

• Date: 25 & 26 May  (Thur & Fri) 
• Time: 9am to 5pm 
• Venue: Holiday Inn Orchard
• Fees: $385 (After 70% IBF Funding)*

• Executives and Frontline personnel responsible for customer’s feedback & recovery programme, frontline personnel or customer service personnel.
• Sales & Marketing Professionals who have frequent contact with internal and external customers
• Customer service representatives, Senior officers and CS Managers are the front-line employees who interact directly with customers. They should attend customer service training to develop the skills and knowledge they need to provide excellent customer service.
• Managers and supervisors are responsible for overseeing customer service operations and ensuring that employees are providing excellent customer service. They should attend customer service training to develop the skills they need to effectively manage and coach their teams.
• Executives and business owners: Executives and business owners should attend customer service training to understand the importance of customer service and how it can impact the success of their business.
• Any staff who interacts with customers: Any employee who interacts with customers, whether it's in person, over the phone, or online, should attend customer service training. This includes employees in roles such as receptionists, technical support staff, and social media managers.

This programme is accredited under the IBF Standards and is eligible for funding under the IBF Standards Training Scheme (IBF-STS), subject to all eligibility criteria being met 

IBF-STS Accredited | P211116UXM T&Cs apply

Limited Seats Left. Don't Miss this highly popular Customer Service Training Certification. RSVP your seat early to avoid disappointment

• Date: 25 & 26 May (Thur & Fri) 
• Time: 9am to 5pm 
• Venue: Holiday Inn Orchard
• Fees: $385 (After 70% IBF Funding)*

For Assistance | Please contact Ms Hui Min @ 9716 7394 | training.aventis@gmail.com

• Course Introduction
• Know Your Customers
• Using Customer Personas to enhance knowledge of customers
• User Journey Map—Defining Your Customer’s touchpoints
• Know Your Products/Service Offerings
• Putting it together—Match your products/service offerings to your customers’ needs

• What is rapport? 
• Why is it important to build rapport? Know the benefits of building rapport? 
• Effective Techniques of building rapport with your Customers—Active Listening/Empathic Listening

• What is Buyer's Remorse?
• What are post-sales and service follow-ups, and why are they important?
• 5 Effective Types of Post-Sales/Service follow-up
• The Process of Post-Sales Follow Up

• What are the customer service challenges?
• Common Types of Service Challenges
• What are service opportunities?
• Apply Effective Questioning Techniques to overcome Service Challenges and uncover Service Opportunities
• Apply appropriate verbal and non-verbal communication techniques to respond to service challenges

• Understanding customers' communication styles and how to adjust your communication styles to handle complaints from customers of different personality types
• Confidently handle objections and difficult customers or stakeholders using the 5R Framework
• Learn to use assertive language and positive phrases to manage customers’ expectations effectively
• Applying "Pause and Ask" to turn complaints into opportunities

• Redefining Service Recovery
• Steps to carry out Effective Service Recovery
• Implement the service recovery techniques to effectively respond to escalated service challenges
• How to promptly resolve service challenges to rebuild trust and confidence customers have in your organisation
• Turn Service Recovery to Customer Success. Turn Dissatisfied Customers into Loyal Advocates.

• Developing an Effective Loop to Turn Complaints into Opportunities
• The Stages of an Effective Feedback Loop System consist of the process, procedure, and follow-up actions
• Systematizing your solution
• Developing a system to capture, review, and monitor all feedback
• Be transparent in sharing what you learn with your team

• Activity reflections and transfer of learning
• Wrap Up and Summary on learning
• Assessment (MCQ)

Don't Miss this highly popular Certification. RSVP your seat early to avoid disappointment

Limited Seats. RSVP Now

For Assistance | Please contact Ms Hui Min @ 9716 7394 or Email : training.aventis@gmail.com

Address 100 Orchard Road, #04-100 Concorde Hotel Singapore 238840 www.aventislearning.com