CUSTOMER SERVICE RECOVERY AND COMPLAINTS (2 DAYS)
By Mr. Rais Rajan - 24 & 25 May 2018, 9:00 am to 5:00 pm
Kuala Lumpur
(100% Claimable From HRDF/PSMB)
Introduction

Studies show that the vast majority of unsatisfied customers will never come right out and tell you they're unsatisfied. So when a customer complains, don't think of it as a nuisance -think of it as a golden opportunity to change that customer's mind and retain his or her business--it's better they complain than leave quietly, later telling everyone they know you.

Research shows that by properly handling customer complaints you can not only recover from customer complaints but also improve loyalty. Of customers who register a complaint, 54-70% will buy again if their complaint is resolved. It is clear proper handling of customer complaints will give you the competitive edge.

Course Benefits
  1. Understand the importance of customer complaints & service failures
  2. Identify and manage different types of customers
  3. Learn various ways of soliciting customer feedback and participate in a real mystery shopping survey
  4. Evaluate 14 perceived service gaps at your organisation and brainstorm solutions
  5. Manage customer conflicts effectively
  6. Construct a simple complaint recovery process
Methodology
  1. Interactive Lectures
  2. Group Activity
  3. Videos
  4. Assessments
  5. Case Studies
Duration

14 Hours, 2 Days.

Course Outlines

MODULE ONE - INTRODUCTION TO SERVICE RECOVERY AND CUSTOMER COMPLAINTS

  • When Service and Customer Collides
  • Moment of Truth
  • Group Share - Sharing of Personal Experiences of a Good and Bad Customer Interaction
  • What is Service Failure and Recovery
  • Case Study
  • Unhappy Customer Repurchase Intentions
  • Customer Dissatisfaction
  • Why Customer Switch Services
  • Video - Impact of a Customer Complaint on a Organization
  • How Customer Express Their Displeasure

MODULE TWO - SYSTEMS AND PROCESS, NOT SMILES

  • Leveraging Technology and Processes
  • Case Study & Video- The Amazing Story of Mumbai Dabba Wallas
  • Understanding The Cycle of Service
  • Group Activity - Improvements that can be made to your Cycle of Service
  • Identifying Current Service Standards
  • Group Activity - Improving the Current Service Quality Standards

MODULE THREE - COMMON CUSTOMER COMPLAINTS

  • Group Activity - Customer Needs
  • What does the Customer want
  • 8 Common Customer Complaints

MODULE FOUR - SOLICITING FEEDBACK

  • Actions opened to a dissatisfied customer
  • Component of an effective service recovery system
  • 8 ways of soliciting customer feedback
  • Ways of getting unsolicited feedback
  • Group Activity – Mystery shopping at your organization

MODULE FIVE - SERVICE GAP ANALYSIS AT YOUR ORGANIZATION

  • Criteria to rate quality performance
  • 4 dimensions of service quality
  • 14 “Perceived” gap analysis at your organization – 49 questions
    • Market Research Gap
    • Upward Communication Gap
    • Too Many Levels of Management Gap
    • Horizontal Communication Gap
    • Overpromising Gap
    • Goal Getting Gap
    • Task Standardization Gap
    • Perception of Feasibility Gap
    • Teamwork Gap
    • Job Fit Gap
    • Supervisory Control Gap
    • Role Conflict Gap
    • Role Ambiguity Gap
  • Group Activity – Identifying 5 main perceived gaps at your organization. Brainstorm solutions

MODULE SIX - MANAGING DIFFICULT CUSTOMER

  • What Causes Customers to be Difficult
  • Video – Dealing with an Angry Customer
  • 4 steps for resolving customer conflicts
  • Role Play-managing an angry customer

MODULE SEVEN - CUSTOMER COMPLAINT MANAGEMENT

  • What is a Complaint Recovery Process
  • Case Study – Customer Complaints
  • Handling Customer Complaints
  • Case Study - Root Cause Analysis and Pareto Principle
  • 7 Steps of Implementing a Complaint Management System
Your Trainer

Mr. Rais Rajan (Namsuvayam a/l A.Murugian) holds an MBA (Merit) from University of Bath, UK, a Bachelors Degree with Distinction in Business Administration from RMIT University, Australia and a Diploma in Banking & Finance from Institute Bank-Bank Malaysia. Rais Rajan is a management consultant and a certified corporate trainer (HRDF Cert No.TTT/0347). He specializes in the areas of Strategic Direction, Performance Management, Balance Scorecard, Management, Leadership and various soft skills. He has more than 22 years of experience serving for 3 international organizations, in the consulting, telco, and banking industry. He has lectured and offered training in leading institutions and multinational organizations. To date he has personally delivered more than 400 training programmes (ranging from Strategic Direction workshop to Clerical skills) with participants comprising CEO’s, senior managers, executives, right down to clerical and support staffs.

In addition he regularly conducts complementary tea talks for various companies and universities on a range of topics such as emotional intelligence, Mars and Venus at the workplace, retaining committed workforce etc and has written articles for the Malaysian Institute of Management E-newsletter. He also appeared as a guest speaker in TV2 – “Positively A.M.” on 4 weekly segments speaking on a range of topics such as Positive Mindset, Positive attitude, Power of Laughter and Power of Gratitude.

Some of the valued companies he has had the opportunity to work with include IBM Malaysia, Petronas, Shell Malaysia, Selangor Turf Club, Bernama News Agency, Royal Bank of Scotland, Maybank, Bumiputra-Commerce Bank, RHB Bank, Bank Rakyat, MNI Insurance, MCIS Zurich, ETIQA Takaful Bhd, AmAssurance Bhd, Maybank Fortiss, Malaysian Alliance Assurance, Pacific and Orient Insurance Co Bhd, MBf Cards, Pan Global Insurance, Telekom Malaysia, DRB-Hicom, Perodua Manufacturing Sdn Bhd, Proton Tanjung Malim, Tenaga Nasional Bhd, Malakoff Corporation Berhad, MMC Utilities Limited, Teknik Janakuasa Sdn Bhd, UMW Corporation S/B, Leader Cable Berhad, Elken Sdn Bhd, CNI Enterprise (M) Sdn Bhd, CSC Computer Sciences S/B, NEC Infrontia Asia Pacific (M) S/B, Open University Malaysia (OUM), Universiti Kebangsaan Malaysia Holdings, MultiMedia University (MMU), Monash University Sunway campus, Universiti Putra Malaysia, NTV 7, Nestle (M) Bhd, Malaysian Thai Joint Authority, Abass Konsortium, Avcen Limited Malaysia, Sime Continental Tyres, Leong Hup Holdings, Cao Industries, Insulflex Sdn Bhd, Titan Group, Putra Perdana Construction, Landmark Properties, Maju Holdings Bhd, Indkom Engineering, Revertex Finewaters, Kings Hotel Malacca, Westports Malaysia Sdn bhd, Thomson Prometric, Amcor Rentsch Asia, Hanshin Freight International, DNMC International, Jaks Resources Bhd, Masterskill College for Nursing and Health, Societe Internationale De Telecommunications Aeronautiques, IDS Electronics, Infineon Technologies (Siemens), Pioneer Technology, National Panasonic, Australian High Commission, FreeScale Technologies (Motorola), Cubic (Creative) Technologies, Rann Consulting Sdn Bhd, Sena Diecasting Sdn Bhd, MBf Printing Industries S/B, Ngai Cheong Metal, Asahi Kosei (M) Sdn Nhd, Sena Diecasting Sdn Bhd, Trengganu Development Management Berhad, Tanah Sutera Development (JB), NIOSH, Auto Parts Manufacturers (APM), Diperdana Kontena Sdn Bhd, Konsortium Logistik Berhad, CDG Plastics Sdn Bhd, Jebson & Jesson Business Services (M) Sdn Bhd, Optimal Chemicals (M) Sdn Bhd, Singer Malaysia S/B, Honda (Malaysia) Sdn Bhd, Setia Corporation Sdn Bhd, D-Z Cards S/B, Lembaga Minyak Sawit Malaysia, Jabatan Mineral & Geosains Malaysia, Lembaga Getah Malaysia and Jabatan Perhutanan Semenanjung Malaysia, National Tobacco Board, FELDA Palm Oil Industries, Tentera Udara di-Raja Malaysia, Jabatan Perancangan Bandar dan Desa, Jabatan Penilaian dan Perkhidmatan Harta, Jabatan Tanah & Galian and Lembaga Cocoa, Ministry of Finance – Bangladesh, Bangladesh Public Administration Training centre, Ministry of Planning – Bangladesh, MIMOS Bhd, Japan Tobacco Industry (JTI), Shinobe (M) S/B, Tentera Udara Di-Raja Malaysia, Majlis Perbandaran Sepang, Oceanborne Agencies S/B, Overseas Assurance Corp Bhd (OAC), BC Builders Concept Furnishing S/B, Basewood Interior S/B, Shin-Etsu Malaysia S/B, UMW Toyota Boshuko, Petronas Fertilizers Sdn Bhd, Lee Kum Kee, Iskandar Investment Berhad, BP Chemicals (M) Sdn Bhd, Shell People Services Asia S/B, Globetronics S/B, Gagasan Carriers Sdn Bhd, Guocera Tiles Industries Bhd, Carrefour Subang Jaya, PRU-BSN Takaful Bhd, HP Finance COE, MEASAT Broadcasting Network (ASTRO), Inst of Diplomacy & Foreign Relations, Ministry of Foreign Affairs, Carlson Marketing, Panalpina Transport (M) S/B, Pacific Mas Berhad, Blue Scope Lysaught, SP Setia Bhd, Tanjung PLC, Inspen Bangi, Agrobank, Adasia Advertising, F & N Manufacturing S/B, Hitachi Air Conditioning Products (M) S/B, Universiti Islam Antarabangsa, Kolej Poly-Tech MARA, Top Glove Medical S/B, Pusat Perubatan Universiti Malaya, Teras Dara Konsortium S/B, Saint-Gobain Construction Products S/B, Microlink Solutions Berhad, Vesco-MTO (M) S/B, ELS Language Centres, Synovate Sdn Bhd, Jasa Merin Malaysia S/B, Spansion (Penang) S/B, MSL Properties (M) S/B, Canpac Sdn Bhd, SME Aviation Services Sdn Bhd, Alps Electric (M) Sdn Bhd, TM InfoMedia Sdn Bhd (Yellow pages), Denso (M) Sdn Bhd. Poney Resources Sdn Bhd, Hitachi (M) Sdn Bhd, Wan Hai Lines (M) Sdn Bhd, AF Travel Sdn Bhd, Pure Circle (M) S/B, Premium Vegetable Oils Sdn Bhd, Aviation Design Centre Sdn Bhd, PHN Industry Sdn Bhd, Tamco Switchgear Malaysia Sdn Bhd, Universiti Kuala Lumpur Malaysia French Institute, Malayan Banking Auto Finance Bhd, Universiti Kuala Lumpur, Melaka, Kolej Polyteknik Mara, Batu Pahat, Kolej Polyteknik Mara, Kota Bharu, Cabot (M) Sdn Bhd, Polis DiRaja Malaysia – AntiNarcotics, Toyota (M) Sdn Bhd, Universiti Telekom Sdn Bhd, Ban Seng Lee Industries, Rawang, CCM Fertilizers, Prasarana – Rapid KL, International Cybercrime and Forensics Examiners, Datumstruct Malaysia, Kementerian Dalam Negeri (KDN), Advance Synergy Berhad, G4S – Safeguards, Concept Group, Suruhanjaya Syarikat Malaysia, Institute of Diplomacy and Foreign Relations (IDFR), Majlis Perbandaran Sepang (MPS), Tele-paper (M) Sdn Bhd, Sonofax Sdn Bhd, Petzl Manufacturing (M) Sdn Bhd, DIC (Malaysia) Sdn Bhd, UCSI University, Hong Leong Yamaha Motor S/B, Amway (M) Sdn Bhd, Oleon (Asia Pacific) Sdn Bhd, State Economic Development Corp, Sarawak, Bintang Packaging Industries (M) S/B, Inspens 2, Bangi, Ranhill Worsley Parsons, University of Nottingham, Samsung Electronics (M) Sdn Bhd, Hicom Diecastings Sdn Bhd, General Labels & Labelling (M) Sdn Bhd, Norsechem Resins Sdn Bhd

He sat in the Board of Examiners, Malaysian Institute of Management (MIM). He was a project supervisor for MIM and also lectured on its Diploma programmes and degree programmes (RMIT University). He also lectures for IPD-Open University and University Malaya Continuous Education Programme (UMCEED) Executive Diploma programmes and UCSI University for their MBA programmes. He is an Associate with the Malaysian Institute of Management, Member of Graduates Malaysian Institute of Management Alumi (GMA), Association of the Institute of Banks Malaysia and a member of Toastmasters International, KL Club. He also delivers certificate programmes on behalf of the Institute of Leadership Management (UK) for ILM clients in Malaysia.
Rais Rajan’s whose personal mission is to improve workplace dynamics, is well known for his practical, dynamic and lively sessions. He achieves his objectives and mission through challenging interactive sessions with participants, role plays, simulations, video presentations and case studies, thus consistently receiving excellent feedback from participants.

Course Fee
(Course fee is inclusive of 2 tea breaks, lunch, course material,Certificate of Attendance and 6% GST)
Early Bird for training in KL : ( Book Before 10 May 2018 )
1 person or more ~ RM 1345 / person
Standard
1 person ~ RM 1445 / person
2 persons or more ~ RM 1345 / person
(Course fee is inclusive of 2 tea breaks, lunch, course material, Certificate of Attendance and 6% GST)
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