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HANDLING CUSTOMER COMPLAINT

HANDLING CUSTOMER COMPLAINT 

Kuala Lumpur / Singapore | January 30 – 31, 2017 | IDR 8.500.000
Bangkok / Hongkong | January 30 – 31, 2017 | IDR 9.000.000
Kuala Lumpur / Singapore | February 06 – 07, 2017 | IDR 8.500.000
Bangkok / Hongkong | February 06 – 07, 2017 | IDR 9.000.000
Kuala Lumpur / Singapore | February 13 -14, 2017 | IDR 8.500.000

Jadwal Training 2017 Selanjutnya …

 

 

DESCRIPTION

Customer Satisfaction is the ultimate goal in excellent service to customers. Improving the service quality should be continuously pursued by all employees. Handling customer complaint is one factor to increase customer satisfaction. To develop an oriented customer satisfaction organization, handling customer complaint skill become a very important skill for its person. This training will discuss about skills, techniques and methods in handling customer complaints effectively.

 

GOALS

Participants will able to understand the systems and procedures in handling complaints, positive mindset in dealing with customer complaints, understanding actions in dealing with customer complaints and evaluate and improve the complaints handling system.

 

OUTLINE HANDLING CUSTOMER COMPLAINT

Recognize Customer Expectations and Emotions:

  • Differences emotional and rational needs of customers
  • The stages of customer’s emotions
  • The types of challenging customers

Understanding of Complaint:

  • Understanding and benefits of complaints
  • When complaints occur and where
  • Complaints and customer attitudes
  • The impact of the failure to deal with complaints

Recognizing Causes of Complaint
Steps in Handling Complaint

  • Reduce the negative emotions
  • Listening reflectively
  • Demonstrate empathy with selection a positive sentence
  • Taking action settlement of complaints, including how to say ‘no’ positively
  • Close interaction positively
  • Follow-up, ensure customer satisfaction and leave a pleasant impression.

Customer Handling Complaints System

  • Welcoming complaints
  • Make it easy for customers to complaint
  • Handling complaints quickly
  • Designing policies and handling compliant prosedures that support to completion the complaint quickly and efficiently
  • Coach and empower the staff
  • Record the customer complaints
  • Communicate all of information about complaints

Communication & Interpersonal Skill dealing with complaints
Case studies

 

PARTICIPANTS

All employees associated with the service to the customer.

 

METHOD

Presentation, Discussion, Brainstorming, Case Study, Evaluation

 

 

 

Time and Venue

  • Ibis Styles Hotel Kuala Lumupr,
  • Ibis Hotel Singapore,
  • Novotel Hotel Bangkok
  • Rosedale on The Park Hotel, Hongkong
  • January 30 – 31, 2017
  • February 06 – 07, 2017
  • February  13 – 14, 2017
  • February  20 – 21, 2017
  • February 27 – 28, 2017
  • March  06 – 07, 2017
  • March  13 – 14, 2017
  • March 20 – 21 , 2017
  • March  29 – 30, 2017
  • April  03 – 04 ,2017
  • April 10 – 11, 2017
  • Apri, 17 – 18 l 2017
  • April  25 – 26, 2017
  • May  02 – 03, 2017
  • May 08 – 09, 2017
  • May  15 – 16, 2017
  • May  22 – 23,  2017
  • May 29 – 30 , 2017
  • June 05 – 06,  2017
  • June  12 – 13, 2017
  • June,19 – 20 2017
  • July 03 – 04, 2017
  • July 10 – 11, 2017
  • July 17 – 18, 2017
  • July 24 – 25, 2017
  • Juli 31 –  August 01 , 2017
  • August 07 – 08,  2017
  • August, 14 – 15 2017
  • August 21 – 22,  2017
  • August 28 – 29, 2017
  • September 04 – 05, 2017
  • September 11 – 12, 2017
  • September 18 – 19,  2017
  • September 25 – 26, 2017
  • October 02 – 03,  2017
  • October 09 – 10,  2017
  • October 16 – 17, 2017
  • October 23 – 24, 2017
  • October 30 – 31 , 2017
  • November 06 – 07, 2017
  • November 13 – 14, 2017
  • November 20 – 21, 2017
  • November 27 – 28, 2017
  • December 04 – 05, 2017
  • December 11 – 12, 2017
  • December 18 – 19, 2017
  • December 27 – 28, 2017

INVESTMENT DAN FACILITIES

  • Kuala Lumpur & Singapore: IDR 8.500.000 min 3 person, IDR 7.000.000 min 4 person, IDR 6.000.000 min 5 person
  • Bangkok: IDR 9.000.000 min 3 person, IDR 7.500.000 min 4 person, IDR 6.500.000 min 5 person.
  • Hongkong : IDR 9.000.000 min 5 person, IDR 7.500.000 min 6 person , IDR 6.500.000 min 7 person
  • Facility : Certificate, Training kits, USB, Lunch, Coffe Break, Souvenir

 

 

 

INSTRUCTOR

Dra. MC Maryati, MM

 

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