Dealing with complaints effectively can build a good relationship with your customers, save money by avoiding their escalation, and earn repeat business. Most organisations receive complaints via telephone, email or letter and you need to respond to them. In order to be your organisation’s customer service ambassador, you need to stay motivated and to be confident that you are dealing with customers as effectively and positively as possible. Join us in this workshop to build confidence in your ability to turn an angry complainer into a satisfied and loyal customer.

At the end of the workshop, learners will be able to:

1. Examine what causes customers to be difficult
2. Apply empathetic listening and questioning to resolve issues
3. Structure your responses effectively

Suitable for: Executives, Supervisors, Team Leaders, Managers, Businessowners

A Certificate of Attendance will be awarded at end of the workshop.

Trainer:

Steven is the Principal Trainer and MD of ForwardLeap Training Lab as well as the MD of Co-V, a coworking space. Prior to his current positions, he had been the MD of a coworking space operator; MD of an early-stage venture capitalist investment company; CEO of an industry association with over 2,000 active professional members; CMO of a regional corporate training and business consultancy company and an experienced Independent Financial Adviser.

Graduated from NUS and held the international professional designation of Certified Financial Planner (CFP®), Steven had over 16 years of experience in personal wealth management industry. He had personally assisted over 600 individual clients from over 300 families in wealth management and supported many SMEs and Non-Profits Organisations (including Yayasan Mendaki) to manage their business risks and employee benefits. He had successfully managed a sizable AUM of SGD15mil individually using his unique Customer Service techniques and strategies.

Today, he is a Start-up Mentor with Temasek Polytechnic, Republic Polytechnic and TRIVE (Venture Capital) Next50 initiative. Steven is also a regular regional speaker and an ACTA certified trainer who has many years of experience delivering seminars and workshops on topics relating to Innovation and Entrepreneurship to participants from local and international organisations. He is a consultant on Marketing and Customer Service.