2-Day Course

Complaint Management ~ Measuring & Managing Customer Satisfaction

Time: 9.00 am ~ 5.00 pm / Venue: Hotel/s in PJ  

Who Should Attend:  

All managers & executives in the organization   

Learning Outcome:  

• Know the key benefits of complaint management.
• Understand customer behavior in complaints  
• Identify and prioritize complaints to provide an effective response and appropriate redress to the complaints.
• Familiarize themselves with practical skills and techniques to identify, evaluate and manage complaints.
• Develop and implement a complaint management system to handle complaints effectively.

CUSTOMER IS KING 

• Set Your Sight on Right Target and Vision
• Serving Customers at a Higher level
• Need for Integrated Customer Satisfaction System
• Customer Satisfaction System Plan 

WHY DO PEOPLE COMPLAIN?  

• What is a complaint?
• Types of complaints
• Behavior of Dissatisfied Customers

1. Origin of Customer Dissatisfaction
2. Customer satisfaction and complaint behavior
3. Complaint satisfaction and its influence on customer behavior.

CUSTOMER RELATIONSHIP MANAGEMENT  

• Role of Complaint management in Customer Relationship
• Complaint management and Customer Care
• Customer C.A.R.E model
• Improvement Management
• Customer Satisfaction

PRINCIPLES OF COMPLAINT MANAGEMENT  

• Goals of Complaint Management
• Fundamental Tasks of Complaint Management   
• Receiving the Complaint
• Evaluating the Complaints
• Categorizing the Complaints
• Acting on the Complaint
• Analyzing and Resolving Complaint
• Control and monitor complaints system
• Key Performance Indicators
• Report outcomes

SETTING UP A COMPLAINT MANAGEMENT SYSTEM 

• Develop service standards
• Stimulate complaints
• Complaints stimulation measures
• Establish complaints channel
• Develop a format for describing complaints
• Complaint follow-up
• Document Complaint Resolution

HANDLE COMPLAINTS EFFECTIVELY 

• Communication Process
• ABCs of constructive communication
• Psychology of communication
• Customize your communication
• P.A.M.P.E.R and S.O.F.T.E.N body language
• Building blocks of effective interactions in communication
• Build rapport and gain respect
• Convey credibility, composure and constructive comments
• Use A.L.L your skills

MANAGING & MOTIVATING STAFF 

• Recruiting and selecting top performers
• Motivating the people
• Setting performance measurement and standards

12 POSITIVE HABITS 

• Stressing positive thinking in complaint management

Course Leader ~ Ms Nancy Ong  

Ms. Nancy Ong is a certified trainer with Pembangunan Sumber Manusia Berhad (PMSB). She holds an MBA from University of Strathclyde, United Kingdom, having initially qualified as a banker from the Charted Institute of Bankers, United Kingdom. She is also a qualified teacher of English to Speakers of Other Languages (TESOL), awarded by Teach International, Australia. 

She specializes in programmers on Foreign Currency Management in International Trade, Credit Management, Trade Financing, Developing Business Plans, Business Writing and Communication, Presentation Skills and Complaint Management. Her expert knowledge and experience in finance and management are her assets in the development of these courses to meet the needs of the market.

Her training has been well accepted and rated by her participants both in the public and in-house programmers that she conducts. Prior to corporate training, Nancy was in the banking and financial industry.

During her service in OCBC Bank & EON Bank, she has gathered extensive experience in International Trade Finance, Branch Operations, Treasury Management, Project and Risk Management.          

Course Fee  

CLAIMABLE UNDER HRDF / SBL SCHEME 

• RM 880.00 per participant
• RM 830.00 Per Participant for 2 or more  participants

(Fees are inclusive of tea break, lunch, course materials and certificate of attendance)