MANAGING CUSTOMER COMPLAINTS AND INVESTIGATIONS EFFECTIVELY (1 DAY)
By Mr. Thanabalan - 21 December 2018, 9:00 am to 5:00 pm
Kuala Lumpur
(100% Claimable From HRDF/PSMB)
INTRODUCTION

WHEN A CUSTOMER HAS A COMPLAINT, YOU HAVE AN OPPORTUNITY TO SOLIDIFY YOUR RELATIONSHIP

Customers are becoming more educated, demanding and aware of the availability of goods and services in the market. Providing excellent service consistently is not only the key factor of success of the organization but will also bring about long term profitability. At the end of this workshop, participants will be able to understand the needs and desires of the customer and place these needs at the heart of the business by integrating them with the organization’s strategy, people, business processes and technology. This programme will explore the key elements of how to encourage complaints and handle complaints by their customers. Analyzing customer complaints and solving them to the specific needs saves an organization from attempting to solve through dubious approaches. Customers whose expectations are very high can become very difficult to a business. Businesses which over promises and under deliver end up having to manage difficult customers as well. Failing to manage difficult customers may cause dissatisfaction among customers which could eventually lead to losing them. Therefore effective approaches in handling difficult customers can lead to an increase in customer satisfaction and retain customers. Difficult customer may lead to complaints that can result in losing them.

COURSE OBJECTIVE
At the end of this course, participants should be able to;

Identify the importance of customer satisfaction

State the differences between good and poor service from customer’s perspective

Deal with customer complaints more professionally

Identify complaint management procedures

Describe how companies can deal proactively with complaints and implement recovery systems

Analyze complaints in order to make appropriate decisions

Increase their capability of retaining customers

Techniques in investigating a complaint

COURSE CONTENT :-
  1. INTRODUCTION TO CUSTOMER SATISFACTION
    • Who is a customer?
    • What is customer satisfaction?
    • Buyer behavior
    • Understanding the 5 requirements of customers
    • Importance of customer satisfaction
    • Benefits of customer satisfaction
    • 12 rules of an effective business conduct
    • Importance of identifying market needs
    • Areas of focus for customer satisfaction
    • Group exercise and discussion
  2. CUSTOMER SATISFACTION MEASUREMENT
    • What is customer satisfaction measurement?
    • The importance of measurement
    • The various approaches of measurement
    • The 3 post purchase actions
    • The cost of not meeting customer requirements
    • Developing customer service standards
    • Group discussion
    • Case study
  3. UNDERSTANDING CUSTOMER EXPECTATIONS AND THE GAPS MODEL
    • Steps to develop an effective customer measurement and management system
    • Linking customer service to financial performance
    • Analyzing through the customer service GAPS model
    • The reasons of the GAPS model
    • Realizing the need to work together for customer’s benefits
    • Role play
  4. STRATEGIES IN HANDLING CUSTOMER COMPLAINTS
    • What is a customer complaint?
    • Why is customer complaint handling so important?
    • Why don’t more dissatisfied customers complain?
    • Customer satisfaction formula
    • 10 rules to be followed in CSCH
    • Steps to remember when dealing with customer problems
    • Handling customer complaints as gifts
    • Encourage complaints
    • Building a customer complaint handling system
    • The 6 step techniques in investigating complaint
    • Factors influencing success of investigation
    • Case studies
Your Trainer

Mr. 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)
Early Bird for training in KL : ( Book Before 7 December 2018 )
1 person or more ~ RM 880 / person
Standard
1 person ~ RM 980 / person
2 persons or more ~ RM 880 / person
(Course fee is inclusive of 2 tea breaks, lunch, course material, Certificate of Attendance)
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