2-Day Classroom Learning
Course ID: TGS-2022602097
Turning Customer Complaints into Our Opportunities
Every complaint is a hidden opportunity — and we’ll show you how to spot it, solve it, and shine through it. In this dynamic 2-day workshop, you’ll pick up powerful tools to handle even the toughest customer situations with confidence and charisma.
Discover how to turn frowns into loyalty, scepticism into trust, and challenges into chances to wow. From mastering service recovery techniques to building rapport like a pro, you’ll walk away ready to transform tricky conversations into moments that win hearts and build brand champions.
Because when service gets tough, the best step up — and stand out.
Spend little to nothing with funding & subsidies (based on eligibility)
Our Clients from Industry-Leading Organisations
why choose Turning Customer Complaints into Our Opportunities
The Turning Customer Complaints into Our Opportunities workshop equips participants with the skills and mindset to transform customer complaints into loyalty-building opportunities. Ideal for frontline staff and service leaders, it offers practical techniques to handle difficult situations with empathy and confidence, helping to strengthen brand reputation and deepen customer trust.
*Learners need to possess basic information and communication technology (ICT) skills. There are no *pre-requisites for professionals who would like to pursue the certification course.
Core Competencies You'll Gain:
Complaints are inevitable in business
Manage daily feedback effectively
Turn complaints into opportunities
Gain insights from customer data
Improve retention through resolution
Turning Customer Complaints into Our Opportunities Course Details
Our Turning Customer Complaints into Our Opportunities workshop goes above and beyond by combining practical strategies with real-world service scenarios. You’ll dive into essential topics like service recovery techniques, effective communication, handling difficult customers, and turning feedback into actionable insights—all delivered through engaging activities, role plays, and expert guidance. This isn’t just another workshop; it’s your gateway to confidently transforming complaints into customer loyalty and business growth.
Classroom Learning @ Holiday Inn Orchard
2 Days,
9.00am to 5.00pm
Expert-Led Learning
Course Fee & Government Subsidies
Singaporeans aged
40 and above
Course Fee
$1,395.20
70% IBF Subsidy
-$896.00
SFC Credits
-$499.20
Amount to Pay
$0
Singaporeans aged
below 40
Course Fee
$1,395.20
50% IBF Subsidy
-$640.00
SFC Credits
-$755.20
Amount to Pay
$0
Permanent
Residents
Course Fee
$1,395.20
50% IBF Subsidy
-$640.00
Amount to Pay
$755.20
*Prices quoted are inclusive of GST at the prevailing rate
SFC
All Singaporeans aged 25 years old and above can use their SkillsFuture Credits to fully offset the remaining fees.
UTAP
In addition, NTUC members can utilize UTAP to offset 50% of remaining fees (capped up to $500 per year)
Have questions? Read FAQs or Contact Us
Upcoming Course Details For Turning Customer Complaints into Our Opportunities Course
Meet Your Trainers
TK Tan
Professional Facilitator in Career Development, Knowdell, NLP Applications
TK Tan is a passionate trainer and coach of over 10 years, as well as a seasoned leader, former director and senior vice president of foreign and local companies. What differentiates him is his passion for people and attitude towards lifelong learning. As a trainer, he equips himself with continuous learning as, to borrow a wisdom nugget from Socrates, “Education is the kindling of a flame, not the filling of a vessel.” He has a strong track record in building teams, talents, restructuring and creating best in class service and delivery teams, building consistency for global client management. Many of the talents he has groomed are now senior directors/managers in various organisations. With a wealth of international and local experiences, he not only embraces diversity but also boasts extensive exposure to adeptly communicate and navigate through the intricacies of diverse.
Certified in ACTA, TK is also trained in Facilitating Career Development, Knowdell, NLP applications, and is a certified career coach and trainer in psychological instruments such as MBTI®, FIRO-B and FIRO-Business, career planning tools such as STRONG Interest Inventory. He combines his leadership experience and professional tools to coach and train individuals and corporates in the areas of personal and organisational excellence, teamwork and team communication. He also enjoys facilitating workshops in communication and presentation skills, personal branding, career planning, growth mindset, and team/personal mastery strategies (eg through MBTI) and various career related skills including coaching and customer service.
He has trained and coached CEOs, managers, professionals, trainers, teachers and students, and facilitated customised programmes for various government ministries, financial institutions, educational institutions, MNCs and SMEs. His sessions are lively and filled with real life examples and applications. He always makes sure that every workshop has something that participants can take away with and feel motivated to apply. In the words of a vice president, Moneesh Khanna, who was coached by TK, “His coaching made me feel valued and made me realize I had more potential than I thought.” That perhaps encapsulates and describes TK’s belief in his participants and what he hopes to achieve with his clients.
Turning Customer Complaints into Our Opportunities Course outline
Build strong foundations in dealing with customer complaints with our detailed, practical curriculum.
- 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
- 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
- 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
- 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
- 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 organisation
- Turn Service Recovery to Customer Success, Turn Dissatisfied 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 organisation
- Turn Service Recovery to Customer Success, Turn Dissatisfied Customers into Loyal Advocates
- 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
- Wrap Up and Summary on learning
- Assessment (MCQ)
3 Easy Steps to Enroll
1
choose desired course schedule
Choose convenient classes on evenings or weekends.
2
subsidy calculation
Fill out the form to calculate your government subsidies.
3
register online for free
Instead of paying the full fee, place a small deposit to secure your slot.
10 reasons to choose aventis for your Customer Complaints training
Industry Experts
Industry ExpertsLearn directly from seasoned customer service and communication professionals.
Hands-On Learning
Hands-On LearningBuild practical skills through role plays, case studies, and real-life service scenarios.
Up-to-Date Curriculum
Up-to-Date CurriculumStay ahead with the latest service recovery techniques and customer experience trends.
Trusted Credentials
Trusted CredentialsEarn a recognised certificate to enhance your service excellence portfolio.
Career Advancement
Career AdvancementBoost your confidence and credibility in customer-facing roles and leadership.
Supportive Community
Supportive CommunityJoin a network of like-minded professionals passionate about delivering great service.
Subsidies Available
Subsidies AvailableEnjoy subsidised fees to make professional development accessible and affordable.
Flexible Schedules
Flexible SchedulesAttend the workshop at your convenience—perfect for working professionals.
Personalized Guidance
Personalized GuidanceReceive direct feedback and support from experienced trainers.
Future-Ready Skills
Future-Ready SkillsEquip yourself to turn challenges into opportunities and elevate your customer experience game.
achieve mastery in Turning Customer Complaints into Our Opportunities today
Upon successfully completing the IBF - Turning Customer Complaints into Our Opportunities course at Aventis Learning Group, you will receive an IBF-accredited certification recognized by employers in Singapore. This certification serves as a testament to your expertise in digital assets, helping you showcase your skills to potential employers and professional networks.
Bonus Tip: Display your certification on LinkedIn to strengthen your professional profile and capture the attention of potential employers.
What our students say about Aventis Learning
FAQS
Customer service is the support provided to customers before, during, and after a purchase. It focuses on meeting needs, resolving issues, and creating positive experiences that build trust and loyalty. In a competitive market, excellent customer service can set a business apart.
Yes, up to 70% funding support is available from The Institute of Banking & Finance (IBF) for our IBF-accredited programmes:
The IBF Standards Training Scheme ("IBF-STS") offers funding for training and assessment programmes accredited under the Skills Framework for Financial Services.
Eligible Singaporeans and PRs enrolled in our IBF-accredited courses can receive funding support through IBF-STS, subject to fulfilling all eligibility requirements.Yes. For self-sponsored Singaporeans aged 25 years old and above, you can use your SkillsFuture Credit to offset the remaining course fees after IBF funding.
To check your SkillsFuture credit balance, please follow these steps:
- Go to https://myskillsfuture.gov.sg
- Click on ‘Submit SkillsFuture Credit Claims’
- Login with your SingPass
- Click on the arrow (>) at the top right hand corner. You will be able to see a drop-down list of your Available SkillsFuture Credits.
After you have registered for a course, an Aventis representative will reach out to guide you with the SkillsFuture Credits
*Please note that our courses are not eligible for “Additional SkillsFuture Credit (Mid-Career Support)’. You will only be able to use available credits from ‘SkillsFuture Credit’ and ‘One-off SkillsFuture Credit Top-Up’.Yes, all our courses are eligible for Union Training Assistance Programme (UTAP) Funding. NTUC Union members can use UTAP to offset 50% of unfunded course fees (capped at $500 per year).
This claim must be done after completion of the course. Please refer to the UTAP FAQ for more information.
Yes, both can be utilized concurrently. UTAP claims are processed after SkillsFuture Credits have been applied.
Illustrative Example:
- Total Course Fee: $1,000
- IBF Subsidy (70%): $700
- Remaining Fee: $300
- SkillsFuture Credit Applied: $200
- Out-of-Pocket Expense: $100
- UTAP Reimbursement (50% of $100): $50
- Final Cost After Reimbursements: $50
The IBF funding support works on a nett fee model. This means that the subsidy is applied upfront, and you will only need to pay the balance course fees after the subsidy. For example, if you are eligible for 70% subsidy, you only need to pay the remaining 30% upfront.
To be eligible, you’ll have to meet the following prerequisites.
For Self-Sponsored:
All Singaporeans or Singapore Permanent Residents (PRs) that are physically based in Singapore and successfully complete the course will be eligible.
- Be a Singaporean Citizen or PR based in Singapore
- Minimum of 75% attendance (this means that you must attend at least 6 out of 7 lessons)
- Pass the final assessment
Any balance course fees can be offset using your SkillsFuture Credits & NTUC UTAP funding.
For Company-Sponsored:
- Be from Financial Institutions that are regulated by the Monetary Authority of Singapore (MAS) (either licensed / exempted from licensing) or Fintech companies that are registered with the Singapore Fintech Association.
- Be a Singaporean Citizen or PR physically based in Singapore
- Minimum of 75% attendance (this means that you must attend at least 6 out of 7 lessons)
- Pass the final assessment
A laptop is required for this course. No special software or other hardware is required for this course participation.
Upon successful completion of this IBF-accredited course, you'll receive a Turning Customer Complaints Into Our Opportunities certification to showcase your knowledge and expertise in this field.
Our programmes are highly respected by leading companies, who actively shape our curriculum and utilize our courses for employee training.
See what other courses customer service enthusiasts are interested in…
Seize the opportunity! Enrol in Aventis' Turning Customer Complaints into Our Opportunities course in Singapore now.
