PELATIHAN HANDLING CUSTOMER COMPLAINT
TRAINING HANDLING CUSTOMER COMPLAINT
DESCRIPTION
Customer Satisfaction is the ultimate goal in excellent service to customers. Improving the service quality should be continuously pursued by all employees. Handling customer complaint is one factor to increase customer satisfaction. To develop an oriented customer satisfaction organization, handling customer complaint skill become a very important skill for its person. This training will discuss about skills, techniques and methods in handling customer complaints effectively.
GOALS
Participants will able to understand the systems and procedures in handling complaints, positive mindset in dealing with customer complaints, understanding actions in dealing with customer complaints and evaluate and improve the complaints handling system.
OUTLINE
1. Recognize Customer Expectations and Emotions:
* Differences emotional and rational needs of customers
* The stages of customer’s emotions
* The types of challenging customers
2. Understanding of Complaint:
* Understanding and benefits of complaints
* When complaints occur and where
* Complaints and customer attitudes
* The impact of the failure to deal with complaints
3. Recognizing Causes of Complaint
4. Steps in Handling Complaint
* Reduce the negative emotions
* Listening reflectively
* Demonstrate empathy with selection a positive sentence
* Taking action settlement of complaints, including how to say ‘no’ positively
* Close interaction positively
* Follow-up, ensure customer satisfaction and leave a pleasant impression.
5. Customer Handling Complaints System
* Welcoming complaints
* Make it easy for customers to complaint
* Handling complaints quickly
* Designing policies and handling compliant prosedures that support to completion the complaint quickly and efficiently
* Coach and empower the staff
* Record the customer complaints
* Communicate all of information about complaints
6. Communication & Interpersonal Skill dealing with complaints
7. Case studies
PARTICIPANTS
All employees associated with the service to the customer.
METHOD
Presentation, Discussion, Brainstorming, Case Study, Evaluation
INSTRUCTOR
Dra. MC Maryati, MM
Jadwal Pelatihan Jakarta Training 2023 :
Batch 1 : 03 – 04 Januari 2024 | 16 – 17 Januari 2024 || Batch 2 : 06 – 07 Februari 2024 | 20 – 21 Februari 2024
Batch 2 : 4 – 6 April 2023
Batch 3 : 26 – 28 Juni 2023
Batch 4 : 14 – 16 Agustus 2023
Batch 5 : 10 – 12 Oktober 2023
Batch 6 : 5 – 7 Desember 2023
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Catatan: Jadwal tersebut dapat disesuaikan dengan kebutuhan calon peserta.Training Afe Budget Migas Jakarta Fixed Running
Biaya dan Lokasi Pelatihan : Pelatihan Estimasi Biaya Proyek Afe Di Jakarta
Training Efe Project Pasti Jalan
- Yogyakarta, Hotel Dafam Malioboro
- Jakarta, Hotel Amaris Tendean
- Bandung, Hotel Golden Flower
- Bali, Hotel Ibis Kuta
Catatan :Biaya diatas belum termasuk akomodasi/penginapan.Training Estimasi Biaya Proyek Afe Jakarta Pasti Running
Investasi Pelatihan Jakarta Training: Pelatihan Efe Project Di Jakarta
- Investasi pelatihan selama tiga hari tersebut menyesuaikan dengan jumlah peserta (on call). *Please feel free to contact us.
- Apabila perusahaan membutuhkan paket in house training, anggaran investasi pelatihan dapat menyesuaikan dengan anggaran perusahaan.
Fasilitas Pelatihan di Jakarta Training: Training Afe Budget Preparation Skills Of Oil & Gas Projects Di Jakarta Murah
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- Hotel
- Module / Handout
- FREE Flashdisk
- Sertifikat
- FREE Bag or bagpackers (Tas Training)
- Training Kit (Dokumentasi photo, Blocknote, ATK, etc)
- 2xCoffe Break & 1 Lunch, Dinner
- FREE Souvenir Exclusive
- Training room full AC and Multimedia
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