Turning Customer Complaints Into Our Opportunities - TGS-2022602097

2 Day Workshop in Turning Customer Complaints into Our Opportunities

In every business, it is inevitable to receive some negative feedback or complaints from customers. For most businesses, customer complaints may even be a daily reality that they need to manage and resolve.

However, if you were to look at it from another perspective, customer complaints could actually be the golden opportunity for your company to gain the most loyal customers in turn – only if complaints are managed well! Customer complaints provide a gold mine of valuable data and information that will help you understand your customers even better and improve customer retention. Complaints and feedback from your customers will be able to give you valuable insights into potentially pervasive problems that you could investigate and resolve once and for all.

Be A Customer Service Champion 

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.

You will be equipped 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!

Enjoy up to 70% IBF funding for this course! 

Transform and propel your career, learn in demand skills and credentials with our exciting suite of IBF funded courses in Singapore. The IBF Standards Training Scheme ("IBF-STS") provides course fee subsidies to eligible company-sponsored individuals and self-sponsored individuals.

What is IBF ?

IBF stands for the Institute of Banking & Finance (IBF) Singapore. It is the national accreditation and certification agency for financial industry competency in Singapore under the Skills Framework for Financial Services, which was developed in partnership with the industry.

What is the IBF funding?

There are two main schemes provided under the IBF funding – IBF Standards Training Scheme (IBF-STS) and IBF Financial Training Scheme (FTS). Under these schemes, eligible individuals may receive up to 70% funding support off course fees on IBF funded courses in Singapore.

Upon completion of this course, learners wil be able to:

• 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
• Illustrate the common types of post-sales / service follow-ups
• Identify the types of service challenges and opportunities that may arise during post-sales / service follow-ups
• Implement the service recovery techniques to effectively respond to escalated service challenges
• Apply the proven techniques of responding to service opportunities to turn customer sceptics into loyal advocates

For those in the Financial Industry who have frequent contact with internal and external customers:

• Sales
• Service
• Operations personnel

"Salman used vast experiences during his training, all sections are very relevant." - Mark Chin, Branch Manager

"Salman is friendly, professional and always relate examples to different points. I like the sharing of various examples. Overall, everything is nicely done!" - Wei Pin, Senior Quality Service Executive 

"The trainer is very knowledgeable, I came to understand about the problem & solutions." Vijayakumar, Branch Manager

"Salman has vast knowledge, I have gained valuable knowledge that can be helpful in my line of work" - Muhd Taufiq

"Trainer is flexible in terms of catering the course to our learning needs, I learned how to face customer complaints using tips given." - Estee Lim

Globally Accomplished Change Management/ Business Transformation/ Learning & Development Specialist: Salman

Salman 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: -

·      Continuing Education & Training (CET)

·      Digital Transformation [Multi Industry Expertise including Financial Services / Banking / Insurance / Sales / Construction & Infrastructure]

·      Strategy [Development / Validation / Deployment]

·      Change Management [People / Process / Culture]

·      Human Capital Management [Talent Management / Cross Cultural Leadership Development / Learning & Development]

·      Quality Management [Lean & 6-Sigma Deployment / Agile]

·      Innovation & Design Thinking

·      Enterprise Risk Management

·      M&A / Post M&A Integration

·      Private Equity / Venture Capital Project Advisory

Professional Facilitator for Leadership Development: Jude Lim

Exceeding 25 years of corporate and business management, Jude comes with extensive experience for his facilitation and coaching sessions, especially in the area of self-development, communication, and business development using social media among others.

Rising through the ranks not once, but 3 times in 3 varied career paths from the ground up to senior management. From the time he was in the banking sector, logistics for transportation & supply chain aside to Smart Nation Singapore focusing on building technology using photogrammetry software. For those seeking other options in life, Jude assisted them in their career transition as a career guidance ambassador with the Workforce Singapore for a 12-month project.

Jude is certified and recognized as an NLP Practitioner by the American Board of Neuro-Linguistic Programming, ACTA for WSQ Professional training, ICDL -MS Office for PowerPoint & Excel, Dynamic Presentation, Leadership Quotient, Public Speaking -Show-Telling, DISC and Design Thinking Fundamentals.

Professional Facilitator in Career Development, Knowdell, NLP Applications: TK Tan

TK Tan is a passionate trainer and coach of over 10 years, as well as a seasoned leader, former director and senior vice president of foreign and local companies. What differentiates him is his passion for people and attitude towards lifelong learning. As a trainer, he equips himself with continuous learning as, to borrow a wisdom nugget from Socrates, “Education is the kindling of a flame, not the filling of a vessel.” He has a strong track record in building teams, talents, restructuring and creating best in class service and delivery teams, building consistency for global client management. Many of the talents he has groomed are now senior directors/managers in various organisations. With a wealth of international and local experiences, he not only embraces diversity but also boasts extensive exposure to adeptly communicate and navigate through the intricacies of diverse.

Certified in ACTA, TK is also trained in Facilitating Career Development, Knowdell, NLP applications, and is a certified career coach and trainer in psychological instruments such as MBTI®, FIRO-B and FIRO-Business, career planning tools such as STRONG Interest Inventory. He combines his leadership experience and professional tools to coach and train individuals and corporates in the areas of personal and organisational excellence, teamwork and team communication. He also enjoys facilitating workshops in communication and presentation skills, personal branding, career planning, growth mindset, and team/personal mastery strategies (eg through MBTI) and various career related skills including coaching and customer service. 

He has trained and coached CEOs, managers, professionals, trainers, teachers and students, and facilitated customised programmes for various government ministries, financial institutions, educational institutions, MNCs and SMEs. His sessions are lively and filled with real life examples and applications. He always makes sure that every workshop has something that participants can take away with and feel motivated to apply. In the words of a vice president, Moneesh Khanna, who was coached by TK, “His coaching made me feel valued and made me realize I had more potential than I thought.” That perhaps encapsulates and describes TK’s belief in his participants and what he hopes to achieve with his clients.