Date : 21/03/2016 - 22/03/2016
Time : 9:00 am - 5:00 pm
Location : Best Western Hotel, Petaling Jaya, Malaysia
Contact Person : Esther Yong
Email : inquiry@knowledgehub-asia.com
Mobile : +012-2662728
Office Tel : +603-7622 0578
Normal Rate : MYR 1,800.00
Promotion Rate : Contact us for discounted rate.
Introduction
Increasingly companies are recognizing the value of a customer complaint in that it is free feedback on their experience, and an opportunity to not only resolve a problem for that particular customer but perhaps also for a much larger number of customers.
Yet how do you make sure you gather all of the information available from a complaint in order to both solve the individual’s complaint, but also prevent it happening for future customers? How do you maximise the value of that complaint?
Course Objectives
By the end of this program, participants should be able to:
- Learn how to use critical thinking to challenge assumptions and expand perceptions
- Understand the importance of customer feedback
- Understand the relevance of customer feedback as a means to deliver quality service
- Understand the expectations and perceptions of the customers
- Discuss complaint handling procedures within the organization
- Handle complaints with confidence and efficiency
Course Outline
DAY 1
1. THE DIFFERENCES BETWEEN CUSTOMER FEEDBACK & CUSTOMER COMPLAINTS
- How complaints are related to customer service
- Quality improvement and complaints
2. TYPES OF COMPLAINING CUSTOMERS
- Principles of resolving complaints
- The challenges of handling customer complaints
3. THE DO’S AND DON’TS OF HANDLING CUSTOMER COMPLAINTS
- Practical checklist
4. SKILLS IN HANDLING COMPLAINTS
- Verbal communication
- Listening skills
- Questioning skills
- Telephone skills
- Writing skills
DAY 2
5. CONVERTING COMPLAINTS INTO OPPORTUNITIES
- How to utilize complaints as a means to improve service and retain loyal customers
6. THE BENEFITS OF CUSTOMER COMPLAINTS
- Learning from complaints
7. HOW TO DESIGN A COMPLAINT PROCEDURE MANUAL
- Developing a complaints handling system
- Designing the complaint form
8. DATA COLLECTION AND ANALYSIS
- How to collect data from customer complaints and the elements required in data collection
Methodology
This course is essentially participative and practical, emphasizing learning through experience, both from structured activities on the program eg. Role plays, group work, interactive lectures, case studies and workshop discussion from individual experience.
For registration please Contact :
Email : inquiry@knowledgehub-asia.comContact Person : Esther Yong
Mobile : +012-2662728
Office Tel : +603-7622 0578