Manage Customers’ Complaints [Feedback]

Training Modes
 Virtual: Zoom

Course Code
14 Hours (2 Days)
Course Fee
Call for Price
This Course is For
Those serving a particular customer (internal and / or external) within their role.

Preferred Date

You can also register by:

  1. Form: Click here to download. Email back to us.
  2. Ministries on HRP / ACE: Inform your Training Coordinator the Course Code, Course Date and the Training Provider is Oaks Training c/o GIL Consultancy.
    IMPORTANT NOTE: OAKS TRAINING begins with the letter O and not the symbol @ in HRP
  3. PHONE: Call +65 6423 1183.

Be the best service staff with customers

Customer complaints are common and widespread in recent years, whether these complaints happen in public or private organizations. In UK alone, research done in 2015 found that complaints received on social media platforms have increased eight-fold compared against 2014.

It is therefore important for almost all team members including management and operational functions be thoroughly trained on how to handle customers’ complaints and to implement customer care policy and procedures.

This two-day course provides participants with an essential grounding on why customers (internal and external, public and private sectors) complain. Complaints must be a means of feedback without which an organization may never know what is not working well; systems, structure, policies, manpower issues, tools etc.

It has been designed to equip participants with proven model to handle even the most difficult customers. It also touches on anger and stress management which are sometimes triggers for poor service. New content here includes section on customer care activities which are aligned to organizational strategy.

Course Objectives

  • Appreciate the Customer Relationship Management [CRM] tasks
  • Understand the degree of the customer complaint iceberg
  • Identify the ideal characteristics of great customer care
  • Handle customer complaints using ADDAR Model
  • How to handle difficult customers, manage anger and service recovery

Course Outline

  • Define various terms related to customer complaints
  • What is a customer complaint iceberg and its significance on brand / image
  • Develop characteristics for great customer service
  • Difference between customer service and customer care
  • Apply ADDAR model to handle customer complaints
  • Implement ways to handle difficult customers, manage anger and service recovery


Experiential learning, videos, case studies, class discussions, role-play, reflection and action plan.

For Your Delight

• A Certificate of Attendance will be given subject to 90% attendance.


Daniel Kam has at least 20 years of corporate leadership experience under his belt around Business Development, Sales and Marketing, General Management and Organization Development work including 7 years of senior management role as a Director of Asian market in the most recent corporate job. He brings relevant experience, wisdom and practical insights in his soft-skills based programs such as leadership, high performance team work, personal development as well as business development and management. He brings relevant experience, wisdom and practical insights into his exciting courses.

He holds a degree in Business Administration with specialization in Marketing. He is a certified professional trainer, qualified ACTA facilitator as well as an executive coach. He is also certified as a trainer for Brian Tracy range of sales leadership courses.

A passionate trainer with great empathic considerations, Daniel is able to relate well with diverse groups of multi-cultural and multi-generational learners. An engaging facilitator, Daniel encourages active participation from learners of his workshops and courses, ensuring effective internalization and subsequent application of new learned knowledge.


Currently Not Applicable

Special Request

If the dates listed are not suitable for you and you have a group interested in the same course, you can contact us to arrange a date of your choice, subject to our trainer availability.

Evening classes or to be conducted in Mandarin are also available on request. Contact us for arrangements.

Group discounts are also available. Request a quote from us.