“We all need people who will give us feedback. That’s how we improve.” – Bill Gates
USING WORDS THAT CONVEY POSITIVE EMOTIONS
Not all unhappy customers complain, but when they do, you should take that as an opportunity to put things right and repair the relationship. Customer complaints are valuable pieces of feedback that can be used to improve our products and services.
Customers are often frustrated by perceived insincere responses to their complaints. When responding to a complaint, you need to come across as being sincere. Using an appropriate tone is particularly important. Without the benefit of body language and tone of voice, you can only rely on your words to convey your intended tone. It is therefore important to know the implication of various words and phrases, and choose to use words that convey positive emotions.
Statoil Asia Pacific
Like the printed materials. Well prepared. Passionate about the topic.
Tan Tock Seng Hospital
Interesting & engaging delivery. Useful concepts & ideas for further thought.
Ministry of Manpower
Dr Fong is a great talent!
Leitz Tooling Asia Pte Ltd
Thanks for all the interesting stories and for sharing them with the class. Nothing beats personal experience. NYP Elisabetta conducted a truly inspirational and eye opening training!
The course has excellent content and trainer.
Mr. Leonardo not only cover powerful conversation at workshop, he had also share about his stories. It does come in handy. I will definitely do some soul searching and thereafter apply what I have learn from his workshop.
Ang Mo Kio Police Division
Mr. Leonardo is very knowledge and he deliver the topic very clearly and participant are easier to understand. The video shown were very good and meaningful.
The pace and supporting examples were just right, reinforcing key concepts.
The course was helpful and enlivening.
Ministry of Health
Very Insightful, Leonardo is able to engage the audience and help them analyse the barriers on communication. It goes deep enough to allow the participants to search their own thinking and make good changes to unhealthy habits. The practical presentations and demonstration are very helpful in learning the new concepts.
Very Insightful, let me know more about myself and how I can improve my communication. I would definitely benefit from this course, applying what I had learnt
Good! Thank you
BBDO Singapore Pte Ltd
I enjoyed the self-discovery journey, it allowed me to pause and reflect upon my current state, challenges I face and that I will have to make a choice and decide how I want the future to be. I am really glad to have attended the course
Institute of Education
Thank you for an interesting workshop!
DSM Elastromers Asia
This course would be useful for my staff
Institute of Education
The course is well conducted
National Institute of Education
Rodney is very knowledgeable and effective in delivering the training
Ministry of Port of Authority
The practical sessions are very useful in helping me understand and apply the new skills and ideas
Nanyang University of Technology
Good participation between the trainer and participants
Very through and comprehensive