MANAGING COMPLAINTS ( 2 DAYS)
By Ms Anita Shanmugam
21 & 22 October 2019, 9:00 am to 5:00 pm
Kuala Lumpur
(100% Claimable From HRDF/PSMB)
Introduction

To identify why customers become 'difficult' and the consequences faced by the organization as a result. This two day interactive course will show delegates how to handle difficult situations with greater confidence and skill enabling them to turn it into a long term customer relationship.

Course Benefits
  1. Develop skills in handling challenging customer service situations and difficult customers
  2. Increase levels of confidence when dealing with difficult situations
  3. How to deal with unacceptable behavior
  4. How to address difficult customer situations assertively
  5. Learn how to communicate calmly and professionally under pressure
  6. Learning to compromise
  7. Build a personal toolkit of tips and techniques
Who Should Attend
  1. Account Managers & Representatives
  2. Customer service representatives (CSRs)
  3. Call center personnel
  4. Front / Help desk personnel
  5. Tellers
  6. Business Professionals
Methodology

Participants are encouraged to apply whatever practical and job experiences they have gained to group and class discussions. This course is highly interactive and uses diverse teaching methods (lectures, readings, cases, role-plays, group work, pair discussions and videos) to accommodate different learning styles.

Course Outlines

SHARING DIFFICULT CUSTOMER SITUATIONS

  • Icebreaker
  • Building a foundation for – Case study & group presentations
  • Understanding your customers complaints – Case study
  • Uncovering customer expectations – Group exercises

IDENTIFYING AREAS THAT CAN GO WRONG BETWEEN CUSTOMER RELATIONSHIP

  • Moments of Truth
  • Service Cycle
  • Appreciate how delivering excellent customer service reduces your personal stress at work

MANAGING DIFFERENT CUSTOMER TYPES

  • Understanding 7 different customer type
  • Prepare yourself to handle the different customers types by knowing how and where they get their expectations
  • Communicating calmly and confidently under pressure and conveying your message in a professional manner

DIFFERENT COMMUNICATION CHANNELS AND THEIR EFFECT - TELEPHONE & FACE-TO-FACE

  • Avoiding the most common telephone mistakes
  • Establishing Rapport- Role Play
  • What works in Face to Face Communication
  • Using a positive tone

HANDING COMPLAINTS USING THE ASAP TECHNIQUE

  • Being on the 'Firing Line' – The ASAP Technique
  • Learn to recognize warning signs
  • Deal more confidently with conflict situations
  • Emotional Triggers of conflict
  • Deal more confidently with upset customers
  • Asking pertinent questions and gathering the facts
  • Ensuring the Customer Feels Listened To

SERVICE RECOVERY

  • Understanding Service Recovery
  • Brainstorming
  • Putting it into Practice

TAKING A METHODICAL APPROACH TO SOLVING PROBLEMS

  • Isolating the probable problem source
  • Finding and delivering a solution
  • Knowing when to escalate

FOCUSING ON PREVENTION

  • Distinguishing symptoms from root causes
  • Analyzing both positive and negative trends
  • Performing root cause analysis
  • Taking corrective and preventive action
Your Trainer

Ms. Anita Shanmugam has vast experience gained in managing people; she has also developed skills in training over the years. Her clients had benefited immensely from her coaching and mentoring. She started off as a corporate Sales Executive and later held the position of Sales / Marketing Director. Currently she is a trainer for all levels including operations, supervisory and managerial staff, both in Bahasa Malaysia and English. Having more than 15 years of experience in the training arena, she is known to facilitate her programs using very practical hands-on approach, enabling participants to relate to her teachings easier.

She has intense dedication towards improving personal and organizational performances. With a track record in the corporate/private sector Anita brings extensive experience from the corporate world and is now considered amongst the new breed of dynamic “Human Relations Trainers” blending practical concerns. She is also a certified NLP Practioner that believes you need to be able to communicate with and influence yourself, family, friends, colleagues or clients. She believes that professionally everyone needs to understand how important it is to able to make yourself understood and to effectively influence. It’s a real skill to understand and grasp new concepts quickly from others and to be able to communicate at all levels and she dedicates her time now to help others change their life for the better.

Course Fee
(Course fee is inclusive of 2 tea breaks, lunch, course material,Certificate of Attendance)
1 person ~ RM 1378 / pax
2 persons or more ~ RM 1272 / pax
(Course fee is inclusive of 2 tea breaks, lunch, course material, Certificate of Attendance and 6 % Service Tax )
Terms & Conditions:
1. Registration & Fees Policy
Registration is confirmed once registration form is received via fax/email/mail. All Payments/Undertaking Letters/Local Order (LO)/Letter of Approval must be made available and presented prior to the course.
2. Cancellation Policy
Any cancellation must be received in writing within 5 working days prior to the event else 30% payment will be imposed. Any no-show by registered delegates will be liable for full payment of the program fees.
3. Disclaimer & Program Changes Policy
Scientia Training Sdn Bhd reserves the right to amend or cancel the event due to circumstances beyond its control. We reserved the right to modify the advertised topics or course timing whenever necessary.
Registration:
1. Fax 03-6207 6727
       OR
3. Payment shall be made payable to SCIENTIA TRAINING SDN BHD
Contact Us:
Scientia Training Sdn. Bhd. (1001247-U)
SST No. B16-1902-32000126
Tel: 03 7732 0477     Fax: 03-6207 6727     
Info    019 335 1111     info@scientia.com.my
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Nonie    019 327 1111     nonie@scientia.com.my
Max    012 375 2003     max@scientia.com.my
For Customised In-House Training:
Ronny     012 223 6666     ronny@scientia.com.my
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