Wooing Unhappy Customers In Service Recovery


Course introduction

When your service personnel can handle customers' problems independently, they can ensure both their personal growth in the workplace as well as provide a productive, progressive and professional workforce in the organisation.

Target Audience

Front-line, sales and service, engineering, technical, administrative, secretarial, accounting professionals and anyone who wants to know how to practise service recovery in complaints handling.

Course Outline


  • Participants will learn how to apply the following:
  • Be the professional service provider to demonstrate the “Moments of Truth”
  • Delight customers by adding value and exceeding customer expectation
  • Cultivate a telephone voice and ear to enhance telephone interaction
  • Anticipate customer’s feelings and needs to respond with empathy and care
  • Answer to customer complaints intelligently using the correct approach
  • Eliminate negative elements in conversation to prevent irritation and frustration
  • Be empowered to demonstrate “Pockets or Excellence” to solve customer problems
  • Practise effective communication and problem solving skills to manage complaints
  • Understand what influence your customers to be loyal
  • Demonstrate positive “Moments of Truth”, empowerment, “Pockets of Excellence” and self-protective techniques in working with assertiveness
  • Delight customers by delivering exceptional customer service
  • Know why do customers complaint and why don’t they complaint
  • Practise proper telephone mechanics and human fundamentals
  • Prevent major telephone weaknesses and cultivate the telephone ear and voice
  • Pitfalls to avoid in managing difficult customer-situations
  • Know how you look and sound as you listen, ask questions and respond
  • Give persuasive explanation for better understanding and co-operation
  • Use convincing negotiation techniques for a win-win combination with complainants
  • Meeting pleasantries – little things pay huge dividends in service
  • Use positive and customer-benefit vocabulary to please unhappy customers
  • Apply effective communication and problem-solving skills in complaints handling
  • Summary and back-to-work application

A highly interactive adult-focused training programme with plenty of case studies, role-plays, questions and answers sessions and trainer-facilitated group discussions.

Trainer Profile

Catherine Syn

Catherine Syn has conducted both public and in-company seminars and workshops in Business Correspondence, Report, Proposal and Minutes Writing, Customer Service, Handling Complaints & The Difficult Customer, Teambuilding, Time & Stress Management, Communication & Relationship Management, Secretarial & Office Administrative Practices. She has been working closely with individual client companies on the development and design of training programmes to their specific organisation's training and developmental needs. An approved lecturer with the Singapore Ministry of Education, Catherine studied Business in Australia, was a Corporate Member of the Institute Of Administrative Management (U.K.) and a WDA ACTA certified trainer for WSQ courses including Certified Service Professional. She has held the positions of Executive, Manager, Corporate Trainer and Consultant for the past three decades.

Since 1990, she has been training management professionals, managers, executives, secretarial, administrative, front-line sales, engineering, operations and service staff of both public and private sectors in Singapore, ASEAN and China. As an experienced trainer, she has successfully applied service qualities principles and competency assessments in all her communication courses in the areas of business writing, face-to-face communication, customer service, managing difficult customer-situations using effective interpersonal, communication and problem-solving skills. A versatile and bi-lingual trainer, she relates well to all participants and has excellent delivery and presentation skills that meet the motivational needs of each and every participant.

Among the many companies she has provided training for, some of them are: Ritz Carlton, Swiss Hotel Merchant Court, Marina Mandarin, Becton Dickenson, Sony Asia Pacific, NTU, Singapore, Ngee Ann and Nanyang Polytechnics, ZhengHua Primary School, Carrier Transicold, Marsh Brokers, China Taiping Insurance, AIA, Etiqa, Liberty Insurance, SIA, Komatsu, DSO, DFS, NYK, AET Tankers, Du Pont, Senoko Power, John Crane, Hewitt, SembCorp Marine, Nippon Express, Nippon Koa, German Centre, Tanaka Electronics, SOXAL, Speedy Tech, NatSteel, Philips Singapore, Teck Wah, PSA, LTA, HDB, CPF, DSTA, RSAF, MCMD, Ministry Of Education, Traffic Police, Ministry of Home Affairs, GSMB, CSIT, CAAS, CIAS, SATS, LTA, A-Star, Toshiba, AWWA, SingStat, Department of Statistics, Crown Worldwide, Schenker, Keppel Shipyard, Alpine Engineering Services, Sanmina-SCI, Geotronics, ABB Industry, ICPAS, Loreal, Shisedo, Sa Sa Cosmetics, Cummins Diesel, EM Services, Esmaco, M1, Sankyu, Snap-On Tools, Makino, Bureau Serve, PerkinElmer Singapore, ST Aerospace Engineering, Chartered Semiconductors, AGC Flatglass, Hunting Energy, Orange Business, Cristofori, LF Contennial, Wah Yang Production, Malayan Natural Liquidfied Petroleum & Gas in Sarawak, Coca-Cola In Thailand, Maldives International Airport and MNCs in China.