Description
Learning Objectives
Upon completion of this program, participants will acquire these:
- Learn how to use critical thinking to challenge assumptions and expand perceptions
- Understand the importance of customer feedback
- Understand the relevance of customer feedback as a means to deliver quality service
- Understand the expectations and perceptions of the customers
- Discuss complaint handling procedures within the organization
- Handle complaints with confidence and efficiency
Methodology
- Brain-friendly/Interactive Lectures
- Case Studies
- Role Plays
- Video/Audio Presentations
- Practical Exercises
- Interactive and Engaging Learning
- Group Discussions
- Experiential Learning
Who Should Attend
This course is suitable for Sales & Marketing Personnel, Administration & Clerical Personnel, Customer Service Personnel, Front Liners
Key Contents
Module 1: Introduction
Module 2: Types Of Complaining Customers
Module 3: The Do’s And Don’ts Of Handling Customer Complaints
Module 4: Skills In Handling Complaints
Module 5: Handling Work Based Complaints
Module 6: The Benefits Of Customer Complaints
Module 7: How To Design A Complaint Procedure Manual
Module 8: Data Collection And Analysis
