"COMPLAINT IS A GIFT"
SIM
Course overview
Category
ETSS
Course date
04-10-2022 to 04-10-2022
Provider
SIM
Course type
Instructor-Led
Course fee
(including 7% GST)
Full Fee with GST : $535.00
Funding/Subsidy
SkillsFuture Credit
SkillsFuture Funding
Course Overview
Delivering positive customer experiences consistently, especially in difficult situations is challenging. Building customer relations and listening with empathy calls for a change in the way we think about complaints – "Complaint is a gift“!
Course benefits
Business Outcomes
Participants will learn how to build a collaborative environment where everyone is accountable for creating promoters and are brand advocates. A complaint is an opportunity to win a loyal customer as well sharpen our processes to deliver service that exceeds customer expectations.
Learning Outcomes
• Appreciate complaints as opportunities to deliver beyond service recovery
• Understand how to communicate effectively to win over unhappy customers
• Recognise the importance of managing delicate emotions when customers are upset
• Develop skills and practice on managing situations that are challenging
• Win Complaining Customers to Loyal Customers
Course outline
• Why Do Customers Complain?
- Their Needs at Two Levels
• Our Normal Response to Complaints
- Common Complaints and Our Responses
• “Complaint is a Gift” Strategy – Looking at Complaints Differently
- Change Attitude Towards Complaints
• Handle and Process complaints More Effectively
- Recognise the importance of Dealing with Emotions When Handling Complaints
• Creating a “Complaint Welcome” Culture
- An opportunity To Win Loyal Customers
Duration
1 day
Course runs
| Date | Time | Venue | Registration Closing Date | Register |
|---|---|---|---|---|
| 04-10-2022 to 04-10-2022 |
09.00 - 18.00 | SIM Management House, 41 Namly Avenue, Singapore 267616 | 20-09-2022 |  |
Who should attend?
Level 1 - Admin & Support
Level 2 - Supervisor, Executive, & Emerging Managers
Programme leader
Angie Davy is a Senior Consultant and Facilitator with aAdvantage Consulting Group. She has more than 30 years of experience in human capital development. Her domain of expertise includes Leadership, Team Development, Change Management, Service Transformation and Organisational Learning, in both the public and private sector.
In terms of people skills, she is proficient in Performance Management, Socio-Emotional Management, Communication with NLP, Coaching/Counselling, Public Speaking, Managing Diversity, Service Excellence as well as Train-the-Trainer workshops.
She has headed Regional Training Centres and covered the Asia-Pacific region, leading diverse regional teams and facilitating training across different cultures. She is passionate about people and in empowering them to realise their potential to make a difference in their sphere of influence and to perform at their peak in their careers and lives.
She has an outgoing personality with excellent interpersonal skills. She enjoys working across different cultures and discovering innovative ways to deliver a learning experience.
Course fee
| Programme Fee | Amount (including 7% GST) | Remarks |
|---|---|---|
| Full Fee with GST | $535.00 | - |
Programme Fees
Full Course Fee: $535.00
Nett Fee (after funding)*: $185.00
For Employer-Sponsored Participants
SME: $185.00 Non-SME: $285.00
For Participants eligible for SkillsFuture Mid-Career Enhanced Subsidy:
40 years old and above
(Singapore Citizen only): $185.00
For Self-Sponsored Participants:
SkillsFuture Credit is applicable for Singapore Citizens aged 25 years old and above only.
Inclusive of 7% GST (GST is based on Full Course Fee)
*Terms and conditions apply
