HANDLING CUSTOMER COMPLAINT
EVENT
October 7 – 8, 2019 | IDR 8.500.000 at Kuala Lumpur / Singapore
October 21 – 22, 2019 | IDR 9.000.000 at Bangkok / Hongkong
Jadwal Training 2019 Selanjutnya …
January 6 – 8, 2020 | IDR 8.500.000 at Kuala Lumpur / Singapore
January 13 – 15, 2020 | IDR 9.000.000 at Bangkok / Hongkong
Jadwal Training 2020 Selanjutnya …
HANDLING CUSTOMER COMPLAINT TRAINING 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.
HANDLING CUSTOMER COMPLAINT TRAINING GOALS
Participants of handling customer complaint training 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.
HANDLING CUSTOMER COMPLAINT TRAINING OUTLINE
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.
METHODS
Presentation, Discussion, Brainstorming, Case Study, Evaluation
Ibis Styles Hotel Kuala Lumupr,
Ibis Hotel Singapore,
Novotel Hotel Bangkok
Rosedale on The Park Hotel, Hongkong
Ibis Styles Hotel Kuala Lumupr,
Ibis Hotel Singapore,
Novotel Hotel Bangkok
Rosedale on The Park Hotel, Hongkong
- October 07 – 08, 2019
- October 14-15, 2019
- October 21 – 22, 2019
- October 28 – 29 ,2019
- November 04 – 05 ,2019
- November 11 – 12, 2019
- November 18-19, 2019
- November 25 – 26, 2019
- December 02-03, 2019
- December 09 – 10, 2019
- December 16 – 17, 2019
- December 23 – 24 ,2019
- December 30 – 31, 2019
Ibis Styles Hotel Kuala Lumupr,
Ibis Hotel Singapore,
Novotel Hotel Bangkok
Rosedale on The Park Hotel, Hongkong
- January 6 – 8, 2020
- January 13 – 15, 2020
- January 20 – 22, 2020
- January 27 – 29, 2020
- February 3- 5, 2020
- February 10 – 12, 2020
- February 17 – 19, 2020
- February 26 – 28, 2020
- March 2 – 4, 2020
- March 9 – 11, 2020
- March 16 – 18, 2020
- March 23 – 24, 2020
- March 30 2020 – April 1, 2020
- April 6 – 8, 2020
- April 13 – 15, 2020
- April 20 – 22, 2020
- April 27 – 29, 2020
- May 4 – 6, 2020
- May 11 – 13, 2020
- June 2 – 4, 2020
- June 8 – 10, 2020
- June 15 – 17, 2020
- June 22 – 24, 2020
- June 29 2020 – July 1, 2020
- July 6 – 8, 2020
- July 13 – 15, 2020
- July 20 – 22, 2020
- July 27 – 29, 2020
- August 3 – 5, 2020
- August 10 – 12, 2020
- August 18 – 19, 2020
- August 24 – 26, 2020
- August 31 2020 – September 2, 2020
- September 7 – 9, 2020
- September 14 – 16, 2020
- September 21 – 23, 2020
- September 28 – 30, 2020
- October 5 – 7, 2020
- October 12 – 14, 2020
- October 19 – 21, 2020
- October 26 – 28, 2020
- November 2 – 4, 2020
- November 9 – 11, 2020
- November 16 – 18, 2020
- November 23 – 25, 2020
- November 30 2020 – December 2, 2020
- December 7 – 9, 2020
- December 14 – 16, 2020
- December 21 – 23, 2020
- December 28 – 30, 2020
INVESTMENT AND 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, Lunch, Coffe Break, Souvenir
INSTRUCTOR
Dra. MC Maryati, MM
HANDLING CUSTOMER COMPLAINT