Mastering Complaint Management & Service Recovery – 2 Days

Date : 10/03/2025 - 11/03/2025
Time : 9:00 am - 5:00 pm
Location : The HUB, Jaya One, PJ

Contact Person : Esther Yong
Email : inquiry@knowledgehub-asia.com
Mobile : +012-2662728
Office Tel : +603-7622 0578
Normal Rate : MYR 0.00
Promotion Rate : Contact us for discounted rate.

Program Overview

Mastering Complaint Management & Service Recovery is crucial for maintaining strong relationships and ensuring business success. Difficult customers can challenge service quality and impact team morale, making effective management essential for customer retention and reputation.

This involves understanding the customer’s concerns, remaining calm, and addressing their needs professionally. Techniques include active listening, empathy, clear communication, and problem-solving. Using frameworks like the “LEARN” model (Listen, Empathize, Apologize, Resolve, Notify) can help structure interactions.

Mastering these skills not only resolves conflicts but also turns challenging situations into opportunities for improving customer satisfaction and loyalty.

Effective handling of demanding customers helps in maintaining a positive brand image and enhances overall service quality.

Learning objectives:

In the next 2 days, participants will learn the following learning objectives:

• Understand the invisible driver of highly effective customer service personnel in handling difficult and demanding customer
• Understand the Importance of Customer Satisfaction
• Foster customer centric culture
• Learn Effective Complaint Management Techniques
• Learn and develop active listening skill
• Develop Communication and Problem-Solving Skills
• Learn 8 effective techniques to handle difficult and demanding customer tactfully and professionally
• Implement Proactive Customer Satisfaction Strategies in managing demanding and difficult customer

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