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In every business, it is inevitable to receive some negative feedback or complaints from customers. For most businesses, customer complaints may even be a daily reality that they need to manage and resolve.

However, if you were to look at it from another perspective, customer complaints could be the golden opportunity for your company to gain the most loyal customers in turn – only if complaints are managed well! Customer complaints provide a gold mine of valuable data and information that will help you understand your customers even better and improve customer retention.

Complaints and feedback from your customers will be able to give you valuable insights into potentially pervasive problems that you could investigate and resolve once and for all.

Turning customer complaints into opportunities is a critical skill for businesses to develop. This course will equip you with the skills to establish customer rapport and effectively respond to escalated service challenges and service opportunities, so as to develop customer relationships that build customer loyalty and confidence in the organization—essentially to turn customer complaints into your organization’s opportunities.

You will be equipped with the skills to establish customer rapport and effectively respond to escalated service challenges and service opportunities, so as to develop customer relationships that build customer loyalty and confidence in the organization – essentially to turn customer complaints into your organization’s opportunities!


Module 1: Understanding Your Customers, and Products / Service Offerings

  • Know Your Customers

  • Using Customer Persona to enhance knowledge of customers

  • User Journey Map: Defining Your Customer’s Touchpoints

  • Know Your Products / Service Offerings

  • Putting it together: Match your Products / Service Offerings to your Customers’ Needs

Module 2: Building Rapport and Enhancing Influencing Skills - What is rapport?

  • Why is it important to build rapport? Know the benefits of building rapport

  • Effective Techniques of building rapport with your Customers

    • Active Listening

    • Empathic Listening

Module 3: Post-Sales Follow-up and Managing Buyer’s Remorse 

  • What are Post-Sales / Service follow-ups, and why are they important?

  • 5 Effective Types of Post-Sales / Service Follow-ups

  • The Process of Post-Sales Follow-Up

Module 4: Addressing Service Challenges and Opportunities - What are Customer Service Challenges?

  • Common Types of Service Challenges

  • What are Service Opportunities?

  • Apply Effective Questioning Techniques to overcome Service Challenges and uncover Service Opportunities

  • Apply appropriate verbal and non-verbal communication techniques to respond to service challenges

Module 5: Improve Customers’ Engagement and Experience using the 5R Communication Approach

  • Confidently handle objections and difficult customers/stakeholders using the 5R Framework

  • Learn to use assertive language and positive phrases to manage customers’ expectations effectively

  • Applying “Pause and Ask” to turn complaints into opportunities

Module 6: Effective Service Recovery techniques to turn Upset Customers into Loyal Advocates

  • Steps to Carry out Effective Service Recovery

  • Implement the service recovery techniques to effectively respond to escalated service challenges

  • How to resolve service challenges promptly to rebuild trust and confidence customers have in your organization

  • Turn Service Recovery to Customer Success, Turn Dissatisfied Customers into Loyal Advocates

Module 7: Develop an Effective Feedback Loop to Turn Complaints into Opportunities

  • Stages of an Effective Feedback Loop System consisting of the process, procedure, and follow-up actions

  • Systematizing Your solution

  • Developing a System to Capture, Review and Monitor all Feedback

  • Be Transparent in sharing what you learn with your team

Module 8: Conclusion & Assessment - Activity reflections and transfer of learning

  • Wrap-Up and Summary on Learning

  • Assessment (MCQ)

Target Audience

  1. Sales Professionals

  2. Financial Services Consultants

  3. Insurance Agency Leaders

  4. Insurance Brokers

  5. Real Estate Agents

  6. Business Development Managers

  7. Business owners with sales responsibilities.

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  • 21 years and above

  • Possess minimally a Diploma Level and/or listen, speak, read, and write English at a proficiency level equivalent to Employability Skills System Workplace Literacy (WPL) Level 5

  • Use numeracy skills equivalent to the Employability Skills System Workplace Numeracy (WPN) Level 5

  • Possess immediate computer literacy

  • Minimum 1 year of working experience

Date: 15 Feb 2024

Time: 2.00 pm to 5.00 pm

Duration: 3 hrs

Course Fee: Free

Venue: 100 Orchard Road

#04-100 Concorde Hotel

Singapore 238840


2.00 – 2.30 pm – Registration, Networking and Refreshments

2.30 – 4.00 pm – Turning Customer Complaints into Opportunities

4.00 – 4.30 pm – Group Discussion, Case Studies & FAQ

4.30 – 5.00 pm - Business Networking

Please register early as limited seats are available!


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Ms. Rina Lim, (MBA, ACLP, DDDLP)

Ms. Rina Lim is a seasoned professional with over 8 years of dedicated experience in the realms of training and service leadership. Ms. Rina has consistently demonstrated her passion and expertise in the field, making her a formidable figure in the world of education and professional development.

Ms. Rina's commitment to excellence is evident in her educational background. She holds a Master of Business Administration (MBA) from Roehampton University, a testament to her dedication to continuous learning and personal growth.


Her academic achievements have provided her with a solid foundation upon which she has built her illustrious career. In addition to her academic credentials, Ms. Rina is recognized as a WSQ (Workforce Skills Qualifications) Advanced Certificate in Learning and Performance certified professional. This prestigious certification highlights her exceptional abilities in designing and delivering effective training programs that drive performance improvement.

Furthermore, she is also a certified Diploma holder in Design and Development of Learning for Performance, showcasing her proficiency in crafting innovative learning experiences that cater to diverse learning needs.

Ms. Rina Lim's extensive knowledge and unwavering commitment to the field of training and service leadership make her an invaluable asset to the Aventis Learning Group. Her combination of academic achievement and practical expertise ensures that she is well-equipped to lead, inspire, and shape the future of education and professional development. With Ms. Rina at the helm, Aventis Learning Group continues to thrive and provide top-notch training solutions for individuals and organizations alike.

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