Managing Complaints: The Professional Way Workshop by Aslini Abdullah
Date: 19 & 20 February 2020 (Wednesday & Thursday)
Time: 9:00am to 5:00pm
Venue: Hotel Istana City Centre Kuala Lumpur
Introduction:
Managing complaints, it seems everyone is talking about customers. Some of the reasons as to why poor service is still a major concern of most organizations are as follows:

Few people have been trained to pay attention to the second half of today's jobs - the people part. They have invested their time and energies in the technical aspects. They have not been trained to handle the complications of making sure their work is valuable to others.

People have not been conditioned or encouraged to treat people inside of their own organization as customers. Without the support and cooperation of "internal" customers (colleagues, employees, bosses, and other departments) it is difficult to satisfy those we commonly view as our "real" customers (those who use our services). Satisfying "internal" customers provides a vital link in the chain that leads to satisfying customers outside of the organization.

People often don't realize that working hard is not the same as satisfying customers. As a result, people often work hard and are frustrated because customers (internal or external) remain unsatisfied.

As such the main aim of this program is concentrating on how to satisfy the needs and wants of customers effectively.

Objectives:

To give an insight on Quality Customer Service and applying appropriate techniques in dealing with customers and guests effectively and professionally through Managing Complaints.

At the end of the course participants will be able to:

  • Develop ways to manage complaints effectively
  • Deal with complaints through systematic or non-systematic methods
  • Utilize complaint model to deal with external and internal customers
  • Create internal measures to deal with complaints objectively
  • Identify training modules for front liners to deal with complaints
Program Content:

Profits from complaints

  • EXPOSURE AVOIDANCE - THE TOOLS
  • Non-systematic methods

Staying close to your customer

  • Creating partnership with your customer

Getting feedback

  • Ask feedback
  • Believe what they are telling you
  • Communicate your results
  • Doing something what you have heard from feedback

The Complaint Management Model

  • Problem resolution-Discovery, confirmation, resolution
  • Stages of inquiry- Customer Behaviour, Employee objectives, Employee responsibility, Primary Skills and Outcome

Portraying corporate image

  • Communication & Interpersonal Skills

Threat to customer satisfaction

  • Dealing with difficult customers
  • Ways of handling an irate person
  • Getting customers to cooperate
  • Dealing with challenging customers
  • Delivering bad news
  • Recovering disappointed customers

More cooperation from internal customers

  • Successful strategy for getting more cooperation
  • Roadblocks to additional benefits
  • Tips on how to save time with the boss
  • Everyone has a customer
  • Taking responsibility
  • Going beyond extra mile
  • Follow-up and through
Methodology:
An interactive and practical approach incorporating individual assessment exercise, group discussions and presentations, role-plays, simulation games and lectures.
Who Must Attend:
Executives who handle either internalĀ or external customer service.
Investment Fees:
RM1,908.00 (Including 6.00% Service Tax) per participant (Standard Fee)
RM1,590.00 (Including 6.00% Service Tax) per participant (Early Bird Fee, register by 10 February 2020)

Group incentive: Register 3 participants from the same organization, the 4th participant is FREE. (Buy 3 Get 1 Free)
Registration:
There are 3 methods to register for this training:
  1. Kindly click here for online registration. Register Now.
  2. Kindly download this registration form, and fill up all the particulars. Please fax back to +6-03-6270-9993. Click here to download Registration Form (177KB).
  3. Call us to register. Tel: +6-03-6270-9883.
Notes:
This Training Programme is SBL Claimable *Subject to PSMB conditions.

Pembangunan Sumber Manusia Berhad (PSMB)We Are An Approved Training Provider Under SBL Scheme With Pembangunan Sumber Manusia Berhad (PSMB/HRDF)