Customer Feedback & Complaint Handling

Soft Skills Training: Complaints Management: Customer Feedback & Complaint Handling - MalaysiaTraining.net, Malaysia Training Courses Complaints Management
By Knowledge Hub Asia
PSMB HRDF Claimable
Course Title:
Complaints Management: Customer Feedback & Complaint Handling
Training Category:
Soft Skills
Target Audience:
This course is designed for Public Relations Executives and Officers, and Front Liners who are responsible for handling customer complaints
Duration:
2 days
Public Program* Now Available! »
Feb 2017 ›
Venue:
Crystal Crown Hotel, Petaling Jaya, Malaysia
Schedule:
Mon 06 Feb 2017 - Tue 07 Feb 2017
9:00AM - 5:00PM

Fee Per Person:
RM1,800.00
(Fee Inclusive GST)
Promotions:
  • Please call for Discounts & Promotions.
Register Now!

* Other terms & conditions apply.
Jul 2017 ›
Venue:
Crystal Crown Hotel, Petaling Jaya, Malaysia
Schedule:
Mon 17 Jul 2017 - Tue 18 Jul 2017
9:00AM - 5:00PM

Fee Per Person:
RM1,800.00
(Fee Inclusive GST)
Promotions:
  • Please call for Discounts & Promotions.
Register Now!

* Other terms & conditions apply.
Dec 2017 ›
Venue:
Crystal Crown Hotel, Petaling Jaya, Malaysia
Schedule:
Thu 07 Dec 2017 - Fri 08 Dec 2017
9:00AM - 5:00PM

Fee Per Person:
RM1,800.00
(Fee Inclusive GST)
Promotions:
  • Please call for Discounts & Promotions.
Register Now!

* Other terms & conditions apply.
For In-house Training »
Request for Quotation Request for Quotation
For Customization & Other Inquiries »
Contact Knowledge Hub Asia
Contact customer service +6012-266-2728
Email customer service [email protected]
Delivery Methods
  • Language: English, Bahasa Malaysia
  • PowerPoint Presentation
  • Workshop
  • Group Discussion
  • Presentation Handouts
  • Simulation
  • Participant Presentation
  • Video Presentation
  • Role Play
  • Lecture
  • Case Studies
  • Certificate of Participation
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*Terms & Conditions

Customer Service:
Complaints Management: Customer Feedback & Complaint Handling

“Understand the different between customer feedback and customer complaint.”

By Knowledge Hub Asia


PSMB Certified Training Provider • ILM Approved Centre
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Email Customer Service [email protected] Contact Customer Service+6012-266-2728

Introduction

Increasingly companies are recognizing the value of a customer complaint in that it is free feedback on their experience, and an opportunity to not only resolve a problem for that particular customer but perhaps also for a much larger number of customers.

Yet how do you make sure you gather all of the information available from a complaint in order to both solve the individual’s complaint, but also prevent it happening for future customers? How do you maximise the value of that complaint?

Course Objectives

By the end of this program, participants should be able to:

  • Learn how to use critical thinking to challenge assumptions and expand perceptions
  • Understand the importance of customer feedback
  • Understand the relevance of customer feedback as a means to deliver quality service
  • Understand the expectations and perceptions of the customers
  • Discuss complaint handling procedures within the organization
  • Handle complaints with confidence and efficiency

Course Outline

DAY 1

1. The Differences between Customer Feedback & Customer Complaints

  • How complaints are related to customer service
  • Quality improvement and complaints

2. Types of Complaining Customers

  • Principles of resolving complaints
  • The challenges of handling customer complaints

3. The Do’s And Don’ts of Handling Customer Complaints

  • Practical checklist

4. Skills in Handling Complaints

  • Verbal communication
  • Listening skills
  • Questioning skills
  • Telephone skills
  • Writing skills

DAY 2

5. Converting Complaints into Opportunities

  • How to utilize complaints as a means to improve service and retain loyal customers

6. The Benefits of Customer Complaints

  • Learning from complaints

7. How to Design A Complaint Procedure Manual

  • Developing a complaints handling system
  • Designing the complaint form

8. Data Collection and Analysis

  • How to collect data from customer complaints and the elements required in data collection

Methodology

This course is essentially participative and practical, emphasizing learning through experience, both from structured activities on the program eg. Role plays, group work, interactive lectures, case studies and workshop discussion from individual experience.

For In-house Training:

Request for Quotation

Request for Quotation Now

For Content Customization & Other Inquiries:

Contact Knowledge Hub Asia

Contact Customer Service

+6012-266-2728

Email Customer Service [email protected]

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