Course Information

Date14 Dec 2017, Thu
Time9:00 AM - 5:00 PM
VenueRoyal Plaza on Scotts Singapore Hotel Including Tea breaks and International Gourmet Buffet Lunch at Award winning Carousel Restaurant (Halal Certified)
FeeS$ 500 (Nett)
S$ 300 (After 40% PIC Cash)
9767 9686 / 6278 9785

Registration is on a 1st come 1st serve basis. Register early to avoid disappointment.

Companies can claim 400% tax deductions or 40% cash payout of total training expenditure under the Productivity and Innovation Credit (PIC) Scheme.

Terms and Conditions apply.

For more information, please check out IRAS website here


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Dec 2017

Make Your Customer Feel Right: Written And Spoken Empathetic Responses To Complaints


Empathy Statements and Phrases That Show Customers You Care!

Customer service is a necessary position in the job world today. It helps companies give customers what they want and what they need. Although many customers can be difficult and liable to complaint readily, with the right training, skills, and knowledge, any difficult customer can be handled properly and effectively.

With a positive attitude, you can make your customer feel right and change complaints that they make into opportunities to create loyal customers for life.

What is implicit when a customer complains is that he/she is upset about some aspect of your products or services and is highlighting this to you. In other words, the complaining customer is giving you the opportunity to rectify the situation and address the fault in the system. It is equally important that you should acknowledge such complaints objectively and respond mindfully to the customer.

This workshop will guide you through written and spoken empathetic responses to customer’s complaints. By improving the focus of your thoughts and feelings, and how well you listen to and empathize with your customers, you will be better able to meet your customer’s expectations.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. With that in mind in this result-focussed workshop you will learn and apply the following:



Develop excellent writing and verbal strategies to respond complaints & feedback

  • Understand the rationale why customers complain
  • Appreciate the psyche of a complaining customer
  • How to cultivate a positive attitude to customers’ complainants
  • Challenges of writing back to angry customers
  • Create a checklist for responding professionally
  • Build a rapport with customers face-to-face and in writing
  • Understand the diverse challenges posed by customers
  • Identify the implicit messages in complaints and how to address them objectively
  • Develop excellent writing and verbal strategies to respond


The Psychology Behind Negative Feedback

  • Conduct a root-cause analysis to identify the real nature of the complaint
  • Recognize what customers want to read in your responses
  • The appropriateness of the complaint
  • Looking at complaints as opportunities

Prevent Escalations and Damage to Your Reputation

  • Reduce anxiety and stress-Make complaints processes easier for customers
  • Improve contact resolution-minimise wasted time and effort by cutting the likelihood that customers will contact you again
  • Ways to enhance customer retention

Written and Verbal Responses

  • Acquire and apply appropriate language, structures and approaches to the following areas of response: offers of compensation, investigation summaries and apologies.
  • The importance of tone: the willingness to understand
  • Steps to take before sending your response: The importance of a checklist

Follow up

  • What to do after sending response letter to complaint
  • Offering follow up action and clarifying further doubts
  • How to respond to a compliment given by customers when complaint is handled effectively

Managing Complaints in Social Media

  • Understand customer psyche on social media
  • How to respond to positive reviews
  • How to respond to negative reviews
  • Writing responses to remove negative feedback



This course is designed for executives and managers who need to communicate with customers through email messages, letters and the social media, and who want to connect with their customers and build customer loyalty through the way they write. Managers who need to vet and coach others in the art of writing to customers will also benefit from the strategies and techniques shared in this course.



This is an action-oriented and highly interactive workshop comprising intensive hands-on practices, videos, group discussions and mini lectures.



Sandra Daniel applied critical thinking skills to demonstrate how we reason and infer difficult behaviors. She also established how using the correct language assures a healthy outcome. Well done Sandra!

Melvin Teo. UniSIM

Sandra Daniel has provided many practical strategies when working with challenging people. I especially enjoyed the knowledge given on the underlying intents of difficult people. I am confident that I will be able to work far more efficiently without the stress with her simple and easy to use solutions.

Karen Thomas. Singapore Police Force

Sandra Daniel made the workshop fun and lively. She taught me to utilize assertive communication techniques to convey my viewpoints.

Agnes Lim. Singapore Polytechnic



Sandra Daniel is an ACTA-Certified trainer and holds a Master in Science (Training and Development) from University of Leicester. She is a dynamic and entertaining speaker in areas of communication and speed reading.

As a corporate trainer, she has been guiding various statutory boards, government-based organizations and private business enterprises in recognizing opportunities to function proficiently in competitive environments. Some of her workshops and public seminars include clients from diverse industries namely Citibank, State Courts, Singapore Police Force, Singapore Prisons, Singapore National Employers Federation, Singapore Tourism Board, Ministry of Home Affairs, Kreuz Subsea Technologies Pte Ltd, Ministry of Home Affairs, Lonpac Insurance Bhd, Ministry of Manpower, Singapore General Hospital, Housing & Development Board, Land Transport Authority, Central Provident Funds Board, Bax Global, Lex Travel, Hilton Hotel and Singapore Polytechnic, Republic Polytechnic and Ngee Ann Polytechnic.

Apart from being a corporate trainer, Sandra is an adjunct lecturer with the following universities: Singapore Institute of Technology, UniSIM, University of Munich, and University of Liverpool. She designs, develops and lectures topics on Speed Reading and Critical Thinking for Academic and Work Success, Negotiation and Relationship Management, Sun Tze Art of War Conflict Resolution, Crisis Communication, Integrated Thinking for Problem Solving and Decision Making, Research Methodologies, Emotional and Social Intelligence to Communicate Effectively and Transformational Leadership Skills.

Besides lecturing Sandra is also a courseware developer for speed reading from the following Universities:
TUM (Asia) German Institute of Technology
University of Glasgow
Singapore Institute of Technology
University of Liverpool
University of Manchester
University of Newcastle

Sandra regularly contributes articles on management and communication skills as well as effective learning strategies to Straits Times Recruit. To date, Sandra authored and co-authored several books namely, How to Think Critically with Sun Tzu Art of War Stratagems, Impactful Academic Writing, Extremely Busy People’s Guide to Read Faster and Memorize Better and Think Clearer.

10 Years of successful track records

Our clients share our passion for people development. We take a long term view of relationships and the
deep and sustained impact has been greatly fulfilling. We have trained over 26,000 learners to date.

NUS - National University of Singapore
PSA - The World's Port of Call
PUB - Water for All Conserve, Value, Enjoy
Singapore Airlines
Singapore Tourism Board
Standard Chartered
WDA - Singapore Workforce Development Agency