INTRODUCTION

Studies show that the vast majority of unsatisfied customers will never come right out and tell you they’re unsatisfied.

So when a customer complains, don’t think of it as a nuisance -think of it as a golden opportunity to change that customer’s mind and retain his or her business–it’s better they complain than leave quietly, later telling everyone they know you.

Research shows that by properly handling customer complaints you can not only recover from customer complaints but also improve loyalty.

The customers who register a complaint, 54-70% will buy again if their complaint is resolved. It is clear proper handling of customer complaints will give you a competitive edge.

OBJECTIVES

• Understand the importance of customer complaints & service failures
• Identify and manage different types of customers
• Learn various ways of soliciting customer feedback and participate in a real mystery shopping survey
• Evaluate perceived service gaps at your organization and brainstorm solutions
• Manage customer conflicts effectively
• Construct a simple complaint recovery process

COURSE CONTENT

MODULE 1: INTRODUCTION TO SERVICE RECOVERY & CUSTOMERS COMPLAINT

• When Service and Customer Collide
• Moment Of Truth
• Group Share – Sharing of Personal Experiences of Good and Bad Customer Interaction
• What is Service Failure & Recovery?
• Case Study / Video Presentation

MODULE 2 : SYSTEMS AND PROCESS, NOT SMILES

• Leveraging Technology and Processes
• Group Activity – Improvement That Can be Make To Your Cycle of Service
• Identifying Current Service Standards
• Group Activity – Improving The Current Service Quality Standard

MODULE 3 : COMMON CUSTOMERS COMPLAINT

• Group Activity – Customer Needs
• What Does The Customer Wants?
• 8 Common Customer Complaints.

MODULE 4 : SOLICITING FEEDBACK

• Actions Opened To A Dissatisfied Customer
• Component Of An Effective Service Recovery System
• 8 Ways Of Soliciting Customer Feedback
• Ways Of Getting Unsolicited Feedback

MODULE 5 : SERVICE GAP ANALYSIS AT YOUR ORGANIZATION

• To Many Levels Of Management Gap
• Teamwork Gap
• Group Activity – Identifying 5 Main Perceived Gaps At Your Organization. Brainstorm Solutions.

MODULE 6 : MANAGING DIFFICULT CUSTOMER

• What Causes Customer To Be Difficult?
• Video – Dealing With An Angry Customer
• 4 Steps To Resolving Customer Conflicts

MODULE 7 : CUSTOMER COMPLAIN MANAGEMENT

• What Is A Complaint Recover Process?
• Case Study – Customer Complaints
• Handling Customer Complaints
• Case Study – Root Cause Analysis and Pareto Principle

WHO SHOULD ATTEND ?

Managers, Sales and Marketing Personnel, Customer Service Staffs and Department, other people / customer related department et cetera.

FEES

INDIVIDUAL RM1,000.00 per pax

EARLY BIRD RM800.00 per pax

(payment 14 days before the program)

2 PAX  RM900.00 per pax

3 PAX or  > RM850.00 per pax

(Fees – without accomodation)

TRAINER

Azad Jasmi or

Mazdurah Mohd Zin