HANDLING CUSTOMER COMPLAINT

HANDLING CUSTOMER COMPLAINT 

Kuala Lumpur/ Singapore | April 01 – 02, 2019 | IDR 8.500.000
Bangkok/ Hongkong | April 01 – 02, 2019 | IDR 9.000.000
Kuala Lumpur/ Singapore | April 08 – 09, 2019 | IDR 8.500.000
Bangkok/ Hongkong | April 08 – 09, 2019 | IDR 9.000.000
Kuala Lumpur/ Singapore | April 15 – 16, 2019 | IDR 8.500.000

Jadwal Training 2019 Selanjutnya …

 

 

HANDLING CUSTOMER COMPLAINT TRAINING DESCRIPTION

Customer Satisfaction is the ultimate goal in excellent service to customers. Improving the service quality should be continuously pursued by all employees. Handling customer complaint is one factor to increase customer satisfaction. To develop an oriented customer satisfaction organization, handling customer complaint skill become a very important skill for its person. This training will discuss about skills, techniques and methods in handling customer complaints effectively.

 

HANDLING CUSTOMER COMPLAINT TRAINING GOALS

Participants will able to understand the systems and procedures in handling complaints, positive mindset in dealing with customer complaints, understanding actions in dealing with customer complaints and evaluate and improve the complaints handling system.

 

HANDLING CUSTOMER COMPLAINT TRAINING OUTLINE

• Recognize Customer Expectations and Emotions:
  • Differences emotional and rational needs of customers
  • The stages of customer’s emotions
  • The types of challenging customers
• Understanding of Complaint:
  • Understanding and benefits of complaints
  • When complaints occur and where
  • Complaints and customer attitudes
  • The impact of the failure to deal with complaints
• Recognizing Causes of Complaint
• Steps in Handling Complaint
  • Reduce the negative emotions
  • Listening reflectively
  • Demonstrate empathy with selection a positive sentence
  • Taking action settlement of complaints, including how to say ‘no’ positively
  • Close interaction positively
  • Follow-up, ensure customer satisfaction and leave a pleasant impression.
• Customer Handling Complaints System
  • Welcoming complaints
  • Make it easy for customers to complaint
  • Handling complaints quickly
  • Designing policies and handling compliant prosedures that support to completion the complaint quickly and efficiently
  • Coach and empower the staff
  • Record the customer complaints
  • Communicate all of information about complaints
• Communication & Interpersonal Skill dealing with complaints
• Case studies

 

HANDLING CUSTOMER COMPLAINT TRAINING PARTICIPANTS

All employees associated with the service to the customer.

 

HANDLING CUSTOMER COMPLAINT TRAINING METHOD

Presentation, Discussion, Brainstorming, Case Study, Evaluation

 

Training Time & Venue

• Ibis Styles Hotel Kuala Lumpur, Malaysia
• Ibis Hotel, Singapore
• Novotel Hotel Bangkok
• Rosedale on The Park Hotel, Hongkong
• April 01 – 02, 2019
• April 08 – 09, 2019
• April 15 – 16, 2019
• April 22 – 23, 2019
• May 29 – 30, 2019
• May 06 – 07 ,2019
• May 13 – 14, 2019
• May 20 – 21, 2019
• May 27 – 28, 2019
• June 12 -13, 2019
• June 17 – 18, 2019
• June 24 – 25, 2019
• July 01 – 02, 2019
• July 08 – 09 ,2019
• July 15 – 16, 2019
• July 22 – 23, 2019
• July 29 – 30, 2019
• August 05 – 06, 2019
• August 13 – 14, 2019
• August 19 – 20, 2019
• August 26 – 27, 2019
• September 02 – 03, 2019
• September 09 – 10, 2019
• September 16 – 17, 2019
• September 23 – 24, 2019
• 30 September – 01 October ,2019
• October 07 – 08, 2019
• October 14 – 15, 2019
• October 21 – 22, 2019
• October 28 – 29 ,2019
• November 04 – 05 ,2019
• November 11 – 12, 2019
• November 18 – 19, 2019
• November 25 – 26, 2019
• December 02 – 03, 2019
• December 09 – 10, 2019
• December 16 – 17, 2019
• December 23 – 24 ,2019
• December 30 – 31, 2019

 

HANDLING CUSTOMER COMPLAINT TRAINING INVESTMENT DAN FACILITIES

• Kuala Lumpur & Singapore: IDR 8.500.000 min 3 person, IDR 7.000.000 min 4 person, IDR 6.000.000 min 5 person
• Bangkok: IDR 9.000.000 min 3 person, IDR 7.500.000 min 4 person, IDR 6.500.000 min 5 person.
• Hongkong : IDR 9.000.000 min 5 person, IDR 7.500.000 min 6 person , IDR 6.500.000 min 7 person
• Facility : Certificate, Training kits, USB, Lunch, Coffe Break, Souvenir

 

INSTRUCTOR

Dra. MC Maryati, MM

 

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