HANDLING CUSTOMER COMPLAINTS

• Competency Profiling System

• Balanced Scorecard

• Key Performance Indicators

• Coping with Difficult Customer Situations

• Handling Customer Complaints

• Team Performance Management

• Subordinate Performance Management

• Team Leader Skills

• Managing People and Relationships

• Strategic Thinking

INTRODUCTION

This is a critical aspect of customer relations.  Handled well, dissatisfied customers could turn into loyal long-term customers.  But if handled wrongly, there would be long-term negative consequences that multiplies as the dissatisfied customers spread their cases through word of mouth.  This programme not only helps individual staff to handle complaints, it also provides the foundation for developing an in-house complaints management system for the company.

OBJECTIVE

To develop practical insights and skills in handling customer complaints effectively:

• by individual service providers 

• by the organisation as a whole

COURSE OUTLINE

The Approach Customer Complaints

• Sources of Customer Dissatisfaction

• Why Customers Complain/Don't Complain

• The Complainer's Expectations

• Service Providers' Mindset

• Best Practices in Handling Customer Complaints

Customer Complaints Handling Process

• Pre-requisites in Complaints Handling

• A Process for  Handling Complaints Effectively

• Coping with Customer Anger and Aggression

• Achieving Service Recoveries

Complaints Management System

• Anticipating and Avoiding Complaints

• Defining Complaints Handling Policies

• Setting Up a Complaints Management System

• Implementing the Complaints Management System

FOR WHOM

• Service Providers/Staff (at Executive Level)

• Service Managers and Supervisors

• Other Service Professionals

DATE/FEE

27/3/09 (Fri); 9 am - 5 pm

31/7/09 (Fri); 9 am - 5 pm

30/10/09 (Fri); 9 am - 5 pm

$420+GST pp; 10% discount for 2 or more registrations

(inclusive of material, lunch and refreshments)

Please make cheque payable to 6M Management Consultants Pte Ltd and mail it to:

6M Management Consultants Pte Ltd

44 Horne Road Singapore 209067

Tel:  62920285   Fax: 63489433

FEEDBACK

"The programme is applicable for customer service staff and those who deals directly with customers.  Good programme.  Informative.  Enjoyable session."

PROMOTION

Pay $780 only for both Coping with Difficult Customer Situations and Handling Customer Complaints.  Additional 10% discount for 2 registrations and above