Turning Customer Dissatisfaction Into Opportunities For Better Relationship

The Next Level: Customer Service Recovery In Complaints Handling

This one-day course teaches service providers how to manage difficult customer situations more effectively that work towards joint problem-solving/agreement.

If a customer is unhappy, he or she will voice their complaint.  In this course, we share how you can track, monitor and categorize customer complaints.  How you respond to a complaint that you receive will determine your opportunity for profitability.  Why do we say that?  The answer is simple – happy customers will inform others and help spread the good news around.  When customers have a positive experience, they will share this experience with friends, family and connections, which in turn can give rise to new business for your company.  All at zero cost.

Course Objective
At the end of the course participants are aimed to:

  • Identify what causes customers to be demanding or difficult and the consequences
  • Ensure a positive customer experience to prevent customers from complaining
  • Recognize and manage your own responses
  • Develop strategies for managing different types of difficult customers
  • Gain confidence in handling customers appropriately
  • Develop effective communication skills on empathetic listening, defusing conflict/anger, speaking assertively
Course Outline
  • First impressions count – Feel good about yourself and your job
  • Treat customers how you like to be treated
  • Be proactive – focus on common complaints and provide solutions
  • Face-to-face in person with customers is vital, tone is everything
  • Go the extra mile – follow-up for positive service recovery
  • Turn customer mistakes into unforgettable experiences
  • Provide fast, convenient customer support
  • Seek customer feedback and make feedback part of your brand
  • Five ways to handle the complaint that will stop it from going viral
  • Go above and beyond a complaint with a proactive complaint handling strategy
  • Managing the extremes – when and how to address what is unacceptable
  • Hire and train professionals with the right skills – empathy, patience, good communication skills, knowledge, courage
  • Strengthen your customer service team’s skills by regular training and support so as to improve their customer service standards to achieve best practices
  • Track performance of your customer service representatives
  • Appreciate good work and motivate them to sharpen their skills progressively
  • Practice teamwork for better customer service
  • Summary and application-back-at-work
Who Should Attend

This highly participative course (includes trainer’s input, group discussion, case studies, role-plays) is designed for anyone who has regular customer contact (face to face or over the telephone) and wants to develop their skills in delivering great customer service.

About The Trainer


Catherine Syn has conducted both public and in-company seminars and workshops in Secretarial & Office Administrative Practices, Business Correspondence, Report, Proposal and Minutes Writing, Customer Service, Handling Complaints & The Difficult Customer, Teambuilding, Time & Stress Management, Communication & Relationship Management. She has been working closely with individual client companies on the development and design of training programmes to their specific organisation’s training and developmental needs. An approved lecturer with the Singapore Ministry of Education, Catherine studied Business in Australia, was a Corporate Member of the Institute Of Administrative Management (U.K.) and a WDA ACTA certified trainer for WSQ courses including Certified Service Professional. She has held the positions of Executive, Manager, Corporate Trainer and Consultant for the past three decades.

Since 1990, she has been training management professionals, managers, executives, secretarial, administrative, front-line sales, engineering, operations and service staff of both public and private sectors in Singapore, ASEAN and China. As an experienced trainer, she has successfully applied service qualities principles and competency assessments in all her communication courses in the areas of business writing, face-to-face communication, customer service, managing difficult customer-situations using effective interpersonal, communication and problem-solving skills. A versatile and bi-lingual trainer, she relates well to all participants and has excellent delivery and presentation skills that meet the motivational needs of each and every participant.

Among the many companies she has provided training for, some of them are: Ritz Carlton, Swiss Hotel Merchant Court, Marina Mandarin, Becton Dickenson, Sony Asia Pacific, NTU, Singapore, Ngee Ann and Nanyang Polytechnics, ZhengHua Primary School, Carrier Transicold, Marsh Brokers, China Taiping Insurance, AIA, Etiqa, Liberty Insurance, SIA, Komatsu, DSO, DFS, NYK, AET Tankers, Du Pont, Senoko Power, John Crane, Hewitt, SembCorp Marine, Nippon Express, Nippon Koa, German Centre, Tanaka Electronics, SOXAL, Speedy Tech, NatSteel, Philips Singapore, Teck Wah, PSA, LTA, HDB, CPF, DSTA, RSAF, MCMD, Ministry Of Education, Traffic Police, Ministry of Home Affairs, GSMB, CSIT, CAAS, CIAS, SATS, LTA, A-Star, Toshiba, AWWA, SingStat, Department of Statistics, Crown Worldwide, Schenker, Keppel Shipyard, Alpine Engineering Services, Sanmina-SCI, Geotronics, ABB Industry, ICPAS, Loreal, Shisedo, Sa Sa Cosmetics, Cummins Diesel, EM Services, Esmaco, M1, Sankyu, Snap-On Tools, Makino, Bureau Serve, PerkinElmer Singapore, ST Aerospace Engineering, Chartered Semiconductors, AGC Flatglass, Hunting Energy, Orange Business, Cristofori, LF Contennial, Wah Yang Production, Malayan Natural Liquidfied Petroleum & Gas in Sarawak, Coca-Cola In Thailand, Maldives International Airport and MNCs in China.

Training Methodology

This is a highly participative adult-focused training programme with plenty of discussions, group activities, case studies, role-plays, games, quizzes, video presentations and question/answer/feedback sessions.

“We are delighted to have attended your training. Your good understanding of our work context and the interesting ways which you delivered the important messages attracted the our attention and learning. The value-added service pointers gave us a firm foundation to model and learn from.”
– Manager, Nanyang Polytechnic

“The knowledge and skills shared were greatly appreciated and I could better equip myself in managing their difficult customers situations more confidently. I believe I can bring service to the next level after attending this course.”
– Customer Service Executive, Loreal

“The case studies, examples and service role playing are very applicable to our line of work. Catherine understands our job nature well and is able to provide practical skills for us to apply in our daily work.”
– Customer Service Manager, Mobile One


  9:00 am - 5:00 pm


1 Day


  S$500 (Nett)
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