Handle & Manage Difficult Customers

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.

Early Bird will enjoy $100 waiver of the course fees.

PROMO CODE: EARLYBIRD

Limited to the 1st 10 participants.

Guest Trainer:

Voted and awarded ‘Best Speaker’ at O-Yes Foundation International Conference 2018, held in Thailand for sharing his motivational keynote speech ‘Driving Changes, Impacting Lives’ to an international audience of speakers, entrepreneurs, academics, students and youth leaders.

​Steven is the Principal Trainer and MD of ForwardLeap Training Lab as well as the MD of Co-V Coworking. 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 and CMO of a regional corporate training and business consultancy company.

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.

Since 2006, he had been regularly invited by many organisations to share in seminars, forums and workshops, included NKF, SIAS, People's Association, NTUC, Lakeside Family Services, Singapore Prison Services, Ministry of Home Affairs, Singtel, Singapore Business Federation, Centre for Seniors etc. He had appeared on Channel News Asia MoneyMind in 2014; was featured in The Sunday Times in 2015; was interviewed by 938NOW (formerly known as 938LIVE before 6 Nov 2017), and several local and regional publications (included The Straits Times, The Business Times, Asia Insurance Review, Six-Six News etc) in 2016.

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

Recently, Steven had been appointed by International Youth Society, which is an international organisation promoting youth engagement globally, as the Country Director, representing Singapore. At the same time, he was also been appointed the Vice-President of Young Entrepreneurs Society (Singapore), helping to promote entrepreneurship among local Singaporeans. Most recently, he had been appointed as the Advisor and ASEAN Director for O-YES Foundation Global, helping to spearhead youth engagement in ASEAN.