6M MANAGEMENT CONSULTANTS PTE LTD
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Course: HCC

HANDLING DIFFICULT CUSTOMER COMPLAINTS

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.

 

 

For Whom

  • Service Providers/Staff (at Executive Level)

  • Service Managers and Supervisors

  • Other Service Professionals

 

 Objectives

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

 Feedback

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

When

26/03/10 (Fri); 9 am - 5 pm

25/06/10(Fri); 9 am - 5 pm

24/09/10 (Fri); 9 am - 5 pm

16/12/10 (Fri); 9 am - 5 pm

Fee

$450+GST pp; 10% discount for 2 or more registrations.  Click for offer.

(Inclusive of training manuals, lunch & refreshments)

10% discount off registration fee for 2 or more participants from same company  

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

 

6M MANAGEMENT CONSULTANTS PTE LTD

44 Horne Road

Singapore 209607

Tel: (065) 62920285
Fax: (065) 63489433

 

Pay $800 only for both Coping with Difficult Customer Situations and Handling Customer Complaints workshops.  Additional 10% discount for 2 registrations and above.

For in-house programme/customisation and other enquiries, contact us at consultancy@6m.com.sg