CARA-CARA MENGURUSKAN ADUAN PELANGGAN YANG BERKESAN ( 1 HARI)
By Dr. Thanabalan
9 October 2019, 9:00 am to 5:00 pm
Kuala Lumpur
(100% Claimable From HRDF/PSMB)
PENGENALAN

Para pelanggan hari ini semakin berpendidikan, menaruh harapan tinggi dan menyedari keterdapatan produk dan perkhidmatan di pasaran. Pembekalan perkhidmatan cemerlang secara konsisten bukan sahaja merupakan faktor utama kejayaan sesuatu organisasi namun ia juga akan membawa kepada keuntungan jangka panjang.

Para pelanggan yang mempunyai harapan yang tinggi boleh menjadi sukar dalam suatu perniagaan . Perniagaan-perniagaan yang berjanji keterlaluan dan kurang melengkapkan produknya atau menghantar produk lewat berkemungkinan besar akan berhadapan dengan pelanggan-pelanggan yang sukar.

Pelanggan sukar akan membuat aduan dan mengungkitkan ketidakcekapan kita. Kegagalan menangani pelanggan-pelanggan yang sukar ini akan mengakibatkan ketidakpuasan dikalangan pelanggan dan secara tidak langsung ini akan menyebabkan kita kehilangan pelanggan tersebut. Yakni, pendekatan-pendekatan yang efektif dalam menangani pelanggan sukar boleh meningkatkan kepuasan pelanggan dan mengekalkan pelanggan.

Pada akhir kursus ini, para peserta akan menganalisa aduan pelanggan dan menyelesaikannya secara baik bagi keperluan spesifik sesuatu organisasi.

OBJEKTIF KURSUS
Pada penghujung kursus, peserta akan dapat ;
  • Menangani aduan pelanggan secara efektif
  • Menguruskan harapan pelanggan
  • Menangani pelanggan sukar secara profesional
  • Menganalisa aduan demi untuk membuat keputusan yang bersesuaian
  • Meningkatkan keupayaan mereka untuk mengekalkan pelanggan
KANDUNGAN KURSUS :-
  1. Pengenalan
    • Siapa itu pelanggan?
    • Kategori-kategori pelanggan dalam suatu perniagaan
    • Memulakan dan memperkembangkan perhubungan antara pelanggan
    • Memperoleh komitmen pelanggan
    • Kunci utama dalam pembinaan perhubungan pelanggan jangka panjang
    • Apakah itu perkhidmatan pelanggan yang berkualiti?
    • Aktiviti 1: Perbincangan kumpulan
    • Aktiviti 2: Kajian kes
  2. Mengapakah pelanggan menjadi sukar?
    • Siapakah pelanggan yang sukar?
    • Apakah sebabnya pelanggan menjadi sukar untuk ditangani?
    • Pelanggan agresif
    • Mengapakah seseorang menjadi agresif?
    • Saat-saat benar
    • Menangani pelanggan-pelanggan yang sukar secara profesional
    • Strategi-strategi dalam menangani pelanggan sukar
    • Menyelesaikan masalah pelanggan
    • Aktiviti 3: Memain peranan
    • Aktiviti 4: Kajian kes
  3. Strategi-strategi dalam menangani aduan pelanggan
    • Mengapa orang mengadu?
    • Bagaimana orang mengadu?
    • Apa itu aduan pelanggan?
    • Berkomunikasi dengan pengadu
    • Mengapakah cara menangani aduan pelanggan sangat penting?
    • Mengapa tidak ramai pelanggan yang kurang puas hati mengadu?
    • Teknik-teknik penting yang perlu digunakan semasa menangani aduan
    • Menangani aduan pelanggan sebagai hadiah
    • Menggalakkan aduan
    • Aktiviti 5: Video klip
  4. Strategi-strategi untuk memperbaiki kepuasan pelanggan
    • Langkah-langkah untuk memperkembangkan sistem pengukuran dan pengurusan pelanggan yang berkesan
    • Mengaitkan perkhidmatan pelanggan dengan prestasi kewangan
    • Analisa melalui model perkhidmatan pelanggan GAPS
    • Sebab-sebab model GAPS
    • Menyedari keperluan untuk bekerja bersama-sama demi untuk faedah pelanggan
    • Aktiviti 6: Kajian kes
  5. Pengurusan perhubungan kepuasan pelanggan (‘CSRM’)
    • Apakah pengurusan perhubungan pelanggan?
    • Pelanggan memerlukan perhubungan ‘ partnership’
    • Meningkatkan keuntungan
    • Meningkatkan nilai dan kesetiaan
    • Kepuasan
    • Proses pengurusan kepuasan pelanggan
    • Aktiviti 7: Latihan kumpulan
Your Trainer

Dr. V. Thanabalan Velloo Phd, MBA, BSc(Hons) has extensive experience in the field of operations performance improvement particularly in various manufacturing and services industries. He is not only an excellent and resourceful trainer, he is also skilled in management and leadership of organizations. He graduated with an honour’s degree in Management and Biochemistry from University of Science Malaysia in 1987. He started his career in the manufacturing operations as a Production Executive and gradually moved in various managerial positions such as Production Manager Packaging Manager, Planning and Logistics Manager, Sales Manager and Factory Manager. To name a few of the organizations that he has worked for are Carsem semiconductor, Baxter Healthcare, London Rubber Company, Solectron, Mona Industries and Asiatic Dipped Products. This experience has given him a thorough understanding of the opportunities and problems involved with managing work, people and customers.

While working in the manufacturing sector he pursued an MBA program with University Kebangsaan Malaysia, majoring in General Management in 1996. Upon completion of his MBA in 1998 and also due to his passion for training, he switched his career to Training and development. To date he has conducted more than 900 training programs mainly in the area of employee development, customer management and operations management/ improvement. He is a very versatile trainer not only on the topics that he could train but a bilingual trainer as well. His fluency in Bahasa Malaysia has given him a competitive advantage especially in the present workplace condition.

As a corporate trainer he realized a major concern by organizations regarding Transfer of Training which he became interested to explore. He realized that organizations became concerned in sending their employees for trainings, as they don’t seem to transfer their knowledge/skills gained back to the workplace. Due to this he pursued his Ph.D in 2007 in order to identify the barriers to Training Transfer. He completed his Ph.D in 2013. Besides trainings, he also lectures part time in various higher learning institutions for their Degree and Masters programs. To name a few are University of Malaya, University Sedaya International and University Putra Malaysia.

To date he has conducted many public and in-house trainings in many business areas for government organizations and private sectors such as Ministry of Defence, TLDM, UMW, Titan Group, CS Metal Industries, Sharp Roxy, Petronas, ShinEtsu Sdn. Bhd., Triplus Industry, Metrod Sdn. Bhd., Shinko Electronics, Green Riverwood, Omron Malaysia Sdn. Bhd., Hap Seng Consolidated Bhd., YTY Industry, Maruyama Sdn. Bhd,Top Glove etc. .He has provided quality trainings to more than 5000 clients over the past ten years.

He is a certified trainer with PSMB and to date has also conducted TNA projects and Train the Trainer programs for several companies. He is also a certified business coach representing University Malaya in coaching programs. Participants receive enhance benefits and impactful results from his training programs because of his vast industrial exposure in various areas. He empowers people to increase their limits, level of commitment, higher level of performance of the individual, team and the organization in achieving organizational goals.

Course Fee
(Course fee is inclusive of 2 tea breaks, lunch, course material,Certificate of Attendance)
1 person ~ RM 848 / pax
2 persons or more ~ RM 742 / pax
(Course fee is inclusive of 2 tea breaks, lunch, course material, Certificate of Attendance and 6 % Service Tax )
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