Training Complaints Management: Customer Feedback and Complaint Handling

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

Target Audience

This course is designed for Public Relations Executives and Officers, and Front Liners who are responsible for handling customer complaints

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.

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Kami memberikan alternatif Fasilitas atas Investasi anda dalam Program ini, diantaranya :

Sertifikat, Peralatan Training, USB, Souvenir, Lunch, Coffe Break, City Tour
Running minimal 2 Orang (Semarang, Jogja, Solo), Running minimal 3 Orang (Bandung, Jakarta), Running 4 Orang diperuntukan untuk daerah (Bali, Lombok, Manado, Balikpapan)
Kami menyediakan transportasi antar Jemput dari Stasiun/Bandara ke Tempat Pelatihan(Hotel) bagi perusahaan yang Running minim 2 Orang
Harga dilampirkan di Brosur Penawaran

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Tambahan Informasi :

1. Silahkan tanyakan ketersediaan Tanggal dan Waktu dari jadwal training terbaru apabila anda tidak menemukan waktu yang sesuai dengan jadwal anda.

2. Training dapat disesuaikan dengan kebutuhan perusahaan jika dalam bentuk In-House Training. Silahkan baca ketentuan In-House Training diwebsite kami atau hubungi kami di Nomer Mobile untuk mendapatkan Fast Respon.

3. Silahkan mengisi Form Request Training di website kami untuk mendapatkan informasi tambahan yang belum ada, atau jika anda ingin menanyakan usulan materi sesuai kebutuhan perusahaan. Hubungi kami lewat email yang tertera atau Register disini!

4. Apabila telah menerima Silabus Training, Customer dapat Request Waktu Training yang diinginkan.

5. Informasi dan Data yang jelas akan memudahkan kami untuk segera merespon permintaan anda.

Training Complaints Management: Customer Feedback and Complaint Handling