HIGH IMPACT CUSTOMER SERVICE & COMPLAINTS HANDLING SKILLS THAT DELIVER RESULTS (2 DAYS)
By Ms. Carol Chiam - 3 & 4 December 2018, Kuala Lumpur
(100% Claimable From HRDF/PSMB)
Introduction:

Customers want excellent service!

Every organisation makes great effort to bring customers back . Keep them with best service. Handle their complaints well.

Excellence in customer service is required to stay competitive. New strategies should be developed to secure more new and existing customers. Treating them nice is not good enough but making them remember you and come back need extra effort.

High impact customer service and complaint handling skills are needed to stay ahead. Customers look for value in what they paid. Ordinary words of “ thank you” are now taken as normal in every encounter with customers. These words will not impress customers at all. Your ability to deal with their problems on the other hand will bring more impact.

There are many angry and unhappy customers. Dealing with difficult customers is a must have ability these days. A satisfied customer is the best salesperson for any business organisation. This ability of dealing with difficult customers is acquired through training and frequent practice.

This course enables participants to be more confident and effective in their daily customer encounters. This training on high impact customer service and complaints handling skills will help them to keep customers and achieve company’s business objectives. The skills learned will lessen complaints and upgrade standards in delivery.

Course Objectives:
  • To develop high impact customer service and complaint handling skills
  • To stay competitive and professional in business
  • To avoid unnecessary publicity due to unprofessional handling of complaints
  • To encourage more customers keep coming back
  • To achieve business objectives in challenging times
Course Benefits:
  • Learning how to offer high impact customer service and complaints handling
  • Raising ability to meet customers’ needs and handle their complaints
  • Handling complaints effectively
  • Know how to create more value for customers
  • Improving competencies to stay competitive
Who Should Attend:

All those responsible for upgrading their service excellence and staying competitive to bring customers back.
The course is specially for those in sales and service,especially complaints handling.

Methodology
  • Interactive lectures with role plays and activities
  • Full participation is required in this much energised training
  • There will be case studies for discussion
  • Power point presentation with flip charts and white boards to make the training interesting
Duration

14 Hours, 2 Days.

Course Outlines :-
  1. ESSENCE OF EFFECTIVE CUSTOMER SERVICE & COMPLAINTS HANDLING
    • Business Growth
    • Confidence Of Customers
    • Reliability Status
    • Corporate Reputation
    • Pitfalls & Ill Effects
  2. LEARN FROM THE PAST FAILURES
    • Taking things for granted
    • Putting the wrong team on board
    • Insufficient training on customer service excellence
    • No trend watching on competitors
    • Lack of enthusiasiam in continuous improvement
    • No commitment
  3. SETTING GOALS AND STANDARDS IN SERVICE EXCELLENCE
    • Understanding company‘s vision and goals
    • Setting high customer service standards using KPI as a guide
    • Regular meetings on planned achievements in service
    • Making complaints handling as top priority
  4. ENGAGING CUSTOMERS WITH COMMUNICATION SKILLS
    • Using simple language for easy understanding
    • Conveying clear messages to customers to avoid misunderstanding
    • Adding more non verbal communication techniques : smile, eye contact,etc to create impression
    • Using right vocabulary : greetings, discussions,apologies,etc
    • How you speak and write matters!
  5. SHOWING THAT YOU CARE
    • Learn the 4 interactive stages in a complaint
    • Using words that encourage and not discourage complainants
    • Use phrases to show you are eager to offer solutions
    • Adopt “fast” strategies in solving issues of customers
    • Give them the “wow” experience
  6. MANAGING COMPLAINTS PROFESSIONALLY
    • Handling complaints professionally
    • Taking complaints as important learning grounds
    • Strong analytical skills on complaints
    • Solve problems: Action and not just words
  7. FOCUSING ON CUSTOMER SATISFACTION
    • Inviting feedbacks from customers on areas of improvement
    • Regular connection with customers: engaging,delighting and involving
    • Constant monitoring of complaints and outcome of solutions provided
    • Record of complaints to avoid the same complaint repeating
    • Sharing information on complaints : sales & service
    • Trend watching on what other competitors are doing
    • Upgrade service standards - an entire internal affair
  8. EMPATHISE WITH LISTENING POWER IN PROBLEM SOLVING
    • Listen attentively to customers : needs and complaints
    • Ask,if not clear for accurate information
    • Repeat, when necessary if requests are not clear
    • Do not assume on information or enquiries
    • Consult, if necessary
  9. HANDLING DIFFICULT CUSTOMERS
    • Listen attentively
    • Focusing on issues and not personalities
    • Managing your emotions
    • Using positive words in your conversation
    • Resolving problems fast
    • Do not leave a problem unsolved
    • Be patient
  10. RESOLVING COMPLAINTS WHILE PRESERVING CUSTOMER RELIABILITY AND CORPORATE CREDIBILITY
    • Not Forgetting The Golden Rule
    • “Cracking The Egg” Theory In Complaints Handling
    • The phrase ,” We are here for you” is important
    • Explain and not just tell
  11. DEALING WITH DIFFERENT COMPLAINTS EFFECTIVELY
    • Wrong Information
    • Poor Quality Goods
    • Late Delivery
    • Rude Staff
    • Untrained Staff
    • Inefficiency
  12. DISCUSSION
Your Trainer

Ms. Carol Chiam a.k.a. O.K.Chiam is a professional trainer, mentor, motivator, public speaker, customer service & sales expert and an author of several quality books. (Customer Service Excellence, Sell Like A Superstar, The Complete Salesmaster, Winning Public Speaking & Presentation Skills, Business English Communication, Guide To Telemarketing, Stress Management, Back To Basics For Good English Grammar).

She has with her more than 28 years of vast working experience in more than 8 industries.. She had worked in many leading public listed and multinational companies . During her exposure, she has acquired no less than 18 years experience in training and development of employees and agents .She had worked in many industries including Banking, Insurance, Investment, Advertising, Hospitality, Construction , Education , etc.

Her wide exposure in Sales Management, Customer Focus Management, People Management & Business English Communication not only made her a successful sales achiever but also an excellent trainer, mentor ,motivator and public speaker in these fields. Her vast experience in many fields and her professional qualifications have given her an extra edge in writing several comprehensive books to share her knowledge. Her books include 8 personal development books and 2 real life story books. Furthermore, she is also a much sought after and successful English Language and soft skills trainer for big conglomerates , GLCs, big pubic listed companies , manufacturing companies, ministries, government departments, universities,etc.

She is a reputable and seasoned professional trainer for public and in house programmes on People Skills, Management, Leadership, Marketing & Sales, Customer Service, Communication Skills, Public Speaking & Presentation Skills, Business English Communication , English Conversation & Business Writing ,Time Management ,Debt Collection Skills, Soft Skills and Personal Development For Executives and Managers. Her participants included those from large Multinational Companies, leading Conglomerates, Financial & Service sectors, Oil & Gas, FMCG, Manufacturing , Construction, Ministries , Bank Negara, GLCs, SMIs, SMEs, Universities, etc. She is also an approved PSMB trainer ( TTT Exempted). She travels widely and offers training locally and abroad.

She is well accepted especially in English programmes and Soft Skills due to her ability to communicate in 3 languages, namely: Malay, English and Mandarin.

A strong believer in reinventing and continuous improvement, she places attitude as the most important criteria for any success. She strongly endorses the “ keep learning” habit for personal development.

“Knowledge is no power but Application is“

Course Fee
(Course fee is inclusive of 2 tea breaks, lunch, course material,Certificate of Attendance)
Early Bird for training in KL : ( Book Before 19 November 2018 )
1 person or more ~ RM 1280 / person
Standard
1 person ~ RM 1380 / person
2 persons or more ~ RM 1280 / person
(Course fee is inclusive of 2 tea breaks, lunch, course material, Certificate of Attendance)
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 7 working days prior to the event else full 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:
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       OR
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