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HANDLING CUSTOMER COMPLAINT

HANDLING CUSTOMER COMPLAINT 
Bangkok / Hongkong | February 25 – 26, 2014 | IDR 9.000.000 
Malaysia / Singapore | February 25 – 26, 2014 | IDR 8.500.000 
Bangkok / HongkongMarch 4 – 5, 2014 | IDR 9.000.000 
Malaysia / Singapore | March 4 – 5, 2014 | IDR 8.500.000 
Bangkok / HongkongMarch 11 – 12, 2014 | IDR 9.000.000 
Malaysia / Singapore | March 11 – 12, 2014 | IDR 8.500.000 
Bangkok / HongkongMarch 18 – 19, 2014 | IDR 9.000.000 
Malaysia / Singapore | March 18 – 19, 2014 | IDR 8.500.000 
Bangkok / HongkongMarch 25 – 26, 2014 | IDR 9.000.000 
Malaysia / Singapore | March 25 – 26, 2014 | IDR 8.500.000

 Jadwal Training 2014 Selanjutnya …

 

 

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.

 

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.

 

OUTLINE HANDLING CUSTOMER COMPLAINT

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

 

PARTICIPANTS

All employees associated with the service to the customer.

 

METHOD

Presentation, Discussion, Brainstorming, Case Study, Evaluation

 

 

 

TIME AND PLACE

  • Ibis Styles Hotel Kuala Lumupr,
  • Ibis Hotel Singapore,
  • Novotel Hotel Bangkok
  • Rosedale on The Park Hotel, Hongkong
  • February 25-26, 2014
  • March 4-5, 2014
  • March 11-12, 2014
  • March 18-19, 2014
  • March 25-26, 2014
  • April 1-2, 2014
  • April 15-16, 2014
  • April 22-23, 2014
  • April 29-30, 2014
  • May 6-7, 2014
  • May 13-14, 2014
  • May 20-21, 2014
  • June 3-4, 2014
  • June 10-11, 2014
  • June 17-18, 2014
  • June 24-25, 2014

 

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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