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X-WR-CALNAME:Brainwork Resources
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X-WR-CALDESC:Events for Brainwork Resources
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DTSTART;VALUE=DATE:20230612
DTEND;VALUE=DATE:20230614
DTSTAMP:20260601T195542
CREATED:20230104T094935Z
LAST-MODIFIED:20230104T094935Z
UID:1373-1686528000-1686700799@brainwork-resources.com
SUMMARY:Customer Service and Recovery Management
DESCRIPTION:INTRODUCTION\nStudies show that the vast majority of unsatisfied customers will never come right out and tell you they’re unsatisfied. \nSo 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. \nResearch shows that by properly handling customer complaints you can not only recover from customer complaints but also improve loyalty. \nThe 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. \n\nOBJECTIVES\n\nUnderstand the importance of customer complaints & service failures\nIdentify and manage different types of customers\nLearn various ways of soliciting customer feedback and participate in a real mystery shopping survey\nEvaluate perceived service gaps at your organization and brainstorm solutions\nManage customer conflicts effectively\nConstruct a simple complaint recovery process\n\n  \nCOURSE CONTENT\nMODULE 1: INTRODUCTION TO SERVICE RECOVERY & CUSTOMERS COMPLAINT\n\nWhen Service and Customer Collide\nMoment Of Truth\nGroup Share – Sharing of Personal Experiences of Good and Bad Customer Interaction\nWhat is Service Failure & Recovery?\nCase Study / Video Presentation\n\nMODULE 2 : SYSTEMS AND PROCESS\, NOT SMILES\n\nLeveraging Technology and Processes\nGroup Activity – Improvement That Can be Make To Your Cycle of Service\nIdentifying Current Service Standards\nGroup Activity – Improving The Current Service Quality Standard\n\nMODULE 3 : COMMON CUSTOMERS COMPLAINT\n\nGroup Activity – Customer Needs\nWhat Does The Customer Wants?\n8 Common Customer Complaints.\n\nMODULE 4 : SOLICITING FEEDBACK\n\nActions Opened To A Dissatisfied Customer\nComponent Of An Effective Service Recovery System\n8 Ways Of Soliciting Customer Feedback\nWays Of Getting Unsolicited Feedback\n\nMODULE 5 : SERVICE GAP ANALYSIS AT YOUR ORGANIZATION\n\nTo Many Levels Of Management Gap\nTeamwork Gap\nGroup Activity – Identifying 5 Main Perceived Gaps At Your Organization. Brainstorm Solutions.\n\nMODULE 6 : MANAGING DIFFICULT CUSTOMER\n\nWhat Causes Customer To Be Difficult?\nVideo – Dealing With An Angry Customer\n4 Steps To Resolving Customer Conflicts\n\nMODULE 7 : CUSTOMER COMPLAIN MANAGEMENT\n\nWhat Is A Complaint Recover Process?\nCase Study – Customer Complaints\nHandling Customer Complaints\nCase Study – Root Cause Analysis and Pareto Principle\n\n  \nWHO SHOULD ATTEND ?\nManagers\, Sales and Marketing Personnel\, Customer Service Staffs and Department\, other people / customer related department et cetera. \n  \nFEES\nINDIVIDUAL RM1\,000.00 per pax \nEARLY BIRD RM800.00 per pax \n(payment 14 days before the program) \n2 PAX  RM900.00 per pax \n3 PAX or  > RM850.00 per pax \n(Fees – without accomodation) \n  \nTRAINER\nAzad Jasmi or \nMazdurah Mohd Zin
URL:https://brainwork-resources.com/event/customer-service-and-recovery-management/
LOCATION:Kuala Lumpur/Selangor\, Malaysia
ORGANIZER;CN="Brainwork Resources":MAILTO:brainwork.resources@gmail.com
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