Online Training:- Dealing With Complaints Objectively by Aslini Abdullah
Date: 22 December 2021 (Wednesday)
Time: 9:00am to 5:00pm
Venue: ON LINE TRAINING
Introduction:
Dealing with complaints objectively will give an a opportunity to maintain loyal customers

Some customers are more difficult to deal with than others. Few customers are inherently rude or mean, although some may be. Usually when a customer is mad, rude, challenging or otherwise difficult to help, there is a reason.

The fact of the matter is that most customers are great. They are friendly, understanding, and tolerant. They are also knowledgeable, demanding, conscious of the value of their time, and hold high expectations for quality of product and service. You as service providers should never take these customers for granted.

Even when customers are wrong or difficult you must respect their perception and treat them with respect.

Objectives:
At the end of the training participants will be able to :

- Identify the complaints to several categories
- Select the appropriate staff to deal with the complaints objectively
- Develop the process of dealing with the complaints
- Communicate effectively in dealing with the complaints
- Consolidate and report the solutions to the complaints

Program Content:
Identifying the complaints objectively 
Categories of complaints
Nature of complaints

Who is responsible in dealing with the complaints?
Techniques in dealing with the complaints
Assignment of complaints
Qualities of staff that are required to deal with the complaints

Structure of dealing with complaints
Ways of dealing with complaints
Steps in dealing with complaints

Effective communication in dealing with complaints
Different profile requires different skills
Questioning and Listening skills
Choice of words
Avoid emotional trigger words

Monitoring the progression of complaints
Consolidate the outcome of solutions
Suggestions to improve
Reporting the solutions

Methodology:
An interactive and practical approach incorporating individual assessment exercise, group discussions and presentations, role plays, simulation games and lectures.
Who Must Attend:
All Front Liner Employees
Investment Fees:
RM954.00 (Including 6.00% Service Tax) per participant (Standard Fee)
RM700.00 (Including 6.00% Service Tax) per participant (Early Bird Fee, register by 17 December 2021)

Group incentive: Register 3 participants from the same organization, the 4th participant is FREE. (Buy 3 Get 1 Free)
Registration:
There are 3 methods to register for this training:
  1. Kindly click here for online registration. Register Now.
  2. Kindly download this registration form, and fill up all the particulars. Please fax back to +6-03-6270-9993. Click here to download Registration Form (177KB).
  3. Call us to register. Tel: +6-03-6270-9883.
Notes:
This Training Programme is HRD Corp Claimable Course *Subject to PSMB conditions.

Pembangunan Sumber Manusia Berhad (PSMB)We Are An Approved Training Provider Under HRD Corp Claimable Course With Pembangunan Sumber Manusia Berhad (PSMB/HRD Corp)