Led by renowned expert Kevin Legg from SAGE, a leading provider of learning solutions, the workshop focused on customer retention strategies, with the aim to provide local entrepreneurs with the tools and knowledge necessary to understand and address customer departures effectively.
 
Titled "Turning No into Yes: The Art of Converting Customers’ Objections into New Opportunities” the workshop tackled the common challenges on customer retention faced by businesses. This includes businesses with customers that quietly drift away without clear reasons or provide explanations that do not seem authentic. Recognising the importance of customer retention for business growth, the workshop equipped participants with a deep understanding of customer psychology, including the unspoken objections that lead to customer churn. It is hoped that the workshop would provide participants with actionable insights and tools to enhance their customer engagement strategy, thereby fostering long-term customer loyalty and sustainable growth.
 
Mohd Isa Liew Mohd Amin Liew, Head of Business Banking, Baiduri Bank, expressed his enthusiasm for the collaboration with DARe and the commitment to supporting the growth of MSMEs in Brunei. “The MSME Empowerment Series is well aligned to Baiduri Bank's ongoing efforts to equip local entrepreneurs with the knowledge and skills necessary to thrive in today's competitive business landscape. Through strategic partnerships and workshops led by industry experts, we aim to empower MSMEs and drive the success of Brunei's business community as a whole.”
 
During the workshop, participants were exposed to practical techniques and strategies for deciphering customer objections and concerns. Through engaging discussions and hands-on activities, they learned to identify the hidden factors influencing customer decisions and to bridge the gap between customer expectations and the products or services offered. The workshop also provided a platform for participants to share experiences and gain valuable insights from their peers in the business community.

Kevin Legg, the facilitator of the workshop, brings over 20 years of experience in learning-at-work and has built a strong reputation for developing learning cultures across 13 countries and various industries. As the founder of SAGE, Legg specialises in business development education for professional services firms and has worked with clients to establish tailored corporate academies that meet their unique needs. Prior to founding SAGE, Legg served as the Founding Managing Director for GLG (Gerson Lehrman Group) in Singapore, Australia, and India, where he spent 13 years honing his expertise in the field.

For more information on Baiduri Bank, visit www.baiduri.com or follow the Bank’s social media accounts or call its 24-hour Customer Helpline at 244 9666.