Managing Customer Complaints & Investigations Effectively

24 Nov, 2017,

FOCUSING ON
  • Introduction To Deliver Customer Satisfaction
  • Customer Satisfaction Measurement
  • Strategies To Improve Customer Satisfaction
  • Strategies In Handling Customer Complaints
WHEN A CUSTOMER HAS A COMPLAINT,
YOU HAVE AN OPPORTUNITY TO SOLIDIFY YOUR RELATIONSHIP . . .

Customers are becoming more educated, demanding and aware of the availability of goods and services in the market. Providing excellent service consistently is not only the key factor of success of the organization but will also bring about long term profitability.

 

At the end of this course, participants will be able to understand the needs and desires of the customer and place these needs at the heart of the business by integrating them with the organization’s strategy, people, business processes and technology.

 

This course will explore the key elements of how to encourage complaints and handle complaints by their customers. Analyzing customer complaints and solving them to the specific needs saves an organization from attempting to solve through dubious approaches.

 

Customers whose expectations are very high can become very difficult to a business. Businesses which over promises and under deliver end up having to manage difficult customers as well. Failing to manage difficult customers may cause dissatisfaction among customers which could eventually lead to losing them. Therefore effective approaches in handling difficult customers can lead to an increase in customer satisfaction and retain customers. Difficult customer may lead to complaints that can result in losing them.


 
COURSE CONTENT
9:00 INTRODUCTION TO DELIVER CUSTOMER SATISFACTION
  • Who is a customer?
  • What is customer satisfaction?
  • Buyer behavior
  • Understanding the 5 requirements of customers
  • Importance of customer satisfaction
  • Benefits of customer satisfaction
  • 12 rules of an effective business conduct
  • Importance of identifying market needs
  • Areas of focus for customer satisfaction
  • Group exercise and discussion
10:45 CUSTOMER SATISFACTION MEASUREMENT
  • What is customer satisfaction measurement?
  • The importance of measurement
  • The various approaches of measurement
  • The 3 post purchase actions
  • The 14 variables in customer service
  • The cost of not meeting customer requirements
  • Developing customer service standards
  • Group discussion
  • Case study
1:00 Lunch

2:00

STRATEGIES TO IMPROVE CUSTOMER SATISFACTION

  • Steps to develop an effective customer measurement and management system
  • Linking customer service to financial performance
  • Analyzing through the customer service GAPS model
  • The reasons of the GAPS model
  • Realizing the need to work together for customer’s benefits
  • Role play
3:45

STRATEGIES IN HANDLING CUSTOMER COMPLAINTS

  • What is a customer complaint?
  • Why is customer complaint handling so important?
  • Why don’t more dissatisfied customers complain?
  • Customer satisfaction formula
  • 10 rules to be followed in CSCH
  • Steps to remember when dealing with customer problems
  • Handling customer complaints as gifts
  • Encourage complaints
  • Building a customer complaint handling system
  • The 6 step techniques in investigating complaint
  • Factors influencing success of investigation
  • Case studies
5:00

End of Course

AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Identifying the importance of customer satisfaction.
  2. Stating the differences between good and poor service from customer’s perspective.
  3. Dealing with customer complaints more professionally.
  4. Identifying complaint management procedures.
  5. Describing how companies can deal proactively with complaints and implement recovery systems.
  6. Analyzing complaints in order to make appropriate decisions.
  7. Increasing your capability of retaining customers.
  8. Handling difficult customers effectively.
WHO SHOULD ATTEND
  • Front-Line Personnel
  • Supervisors
  • Executives
  • Personnel dealing with Customers
METHODOLOGY
  • Interactive Lectures
  • Case Studies
  • Group Discussions
  • Group Exercises


 

LEARN FROM THE BEST

Dr. V. THANABALAN VELLOO has extensive experience in the field of operations performance improvement particularly in various manufacturing and services industries. He is not only an excellent and resourceful training consultant; he is also skilled in management and leadership of organizations.

 

Dr Thanabalan has much experience in manufacturing operations and has held various managerial positions such as Production Manager Packaging Manager, Planning and Logistics Manager, Sales Manager and Factory Manager. To name a few of the organizations that he has worked for are Carsem semiconductor, Baxter Healthcare, London Rubber Company, Solectron, Mona Industries and Asiatic Dipped Products. This experience has given him a thorough understanding of the opportunities and problems involved with managing work, people and customers.

 

While working in the manufacturing sector, he pursued an MBA program with University Kebangsaan Malaysia, majoring in General Management in 1996. Upon completion of his MBA in 1998 and also due to his passion for training, he switched his career to Training and development.

 

Dr Thanabalan completed his PhD in 2013 in the area of training transfer.

 

To date Dr Thanabalan has conducted more than 900 training programs mainly in the area of employee development, customer management and operations management/ improvement. He has conducted training programs in many business areas for government organizations and private sectors such as Ministry of Defence, TLDM, UMW, Titan Group, CS Metal Industries, Sharp Roxy, Petronas, ShinEtsu Sdn. Bhd., Triplus Industry, Metrod Sdn. Bhd., Shinko Electronics, Green Riverwood, Omron Malaysia Sdn. Bhd., Hap Seng Consolidated Bhd., YTY Industry, Maruyama Sdn. Bhd, Top Glove etc.

 

He has also provided quality trainings to more than 5000 clients over the past ten years.

 

Dr Thanabalan is a versatile and bilingual training consultant; his fluency in Bahasa Malaysia has given him a competitive advantage especially in the present workplace conditions. He is a certified trainer with PSMB and to date has also conducted TNA projects and Train the Trainer programs for several companies. He is also a certified business coach representing University Malaya in coaching programs.

 

His participants always receive enhanced benefits and impactful results from his training programmes because of his vast industrial exposure in various areas. He empowers people to increase their limits, level of commitment, higher level of performance of the individual, team and the organization in achieving organizational goals.

 

VENUE DETAILS

Vistana Kuala Lumpur
9 Jalan Lumut Off Jalan Ipoh 50400 Kuala Lumpur

Phone :03 4042 8000

 

IPA TRAINING IS REGISTERED WITH

 

CONTACT US

Juliany, 
O - 03 2283 6109,
M - 019 3134436
juliany@ipa.com.my 

Michelle, 
O - 03 2283 6100, 
M - 019 363 7822
michelle@ipa.com.my 

For Customised In-House Training
Yvonne,
O - 03 2283 6101, 
M - 012 2011247,

F - 03 2283 6108
 
yvonne@ipa.com.my
 

ADDRESS 

A-28-5, 28th Floor, 
Menara UOA Bangsar, 
No.5, Jalan Bangsar Utama 1, 
59000 Kuala Lumpur
www.ipa.com.my