PLEASE CLICK HERE to view upcoming event. Information here is outdated

Handling Difficult Customers and Complaints Effectively

07 Feb, 2025, CONCORDE HOTEL KUALA LUMPUR

IPA Training is Registered with

Venue Details

CONCORDE HOTEL KUALA LUMPUR
2, Jalan Sultan Ismail,, 50250 Kuala Lumpur, - 50250

https://kualalumpur.concorde hotelsresorts.com/


Phone : (603) 2144 2200

Contact us

FOR COURSE DETAILS

Juliany,

Office: 03 2283 6109

Mobile: +60 122281247

juliany@ipa.com.my

Phoebe,

Office: 03 2283 6100

Mobile: +60 193637822

phoebe@ipa.com.my

Bee Teng,

Office: 03 2282 6112

Mobile: +60 172566121

beeteng@ipa.com.my

FOR CUSTOMISED IN-HOUSE TRAINING

Jane,

Office: 03 2283 6101

Mobile: +60 129418251

jane@ipa.com.my

Keith,

Office: 03 2283 0000

Mobile: +60 162272735

keith@ipa.com.my

ADDRESS

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

FOCUSING ON
  • Module 1: Who is Customer?
  • Module 2: Why Customers become difficult?
  • Module 3: Strategies in Handling Difficult Complaints?
  • Module 4: Positive Working Attitude
INTRODUCTION
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 LEARNING OUTCOMES (CLO)
  1. Outline the reasons for poor relationships.
  2. React to customer complaints effectively.
  3. Comply and manage customer expectations.
  4. State quality customer service and enhance company image.
  5. Classify and deal with difficult customers in a more professional manner.
  6. Analyzing complaints in order to make appropriate decisions.
  7. Increasing their capability of retaining customers.
WHO SHOULD ATTEND
  • Customer Service Staffs
  • Sales & Marketing Staffs
  • All internal customer service staffs
  • Operation staffs
METHODOLOGY
This course will utilize a combination of lectures, discussions, practice sessions and group discussions
COURSE OUTLINE
9:00

Module 1: Introduction (Who is Customer?)

  • Understanding the role of mindset in personal productivity
  • Categories of customers in a business
  • Initiating, developing customer relationship
  • Gaining customer commitment
  • The key in building long-term customer partnerships
  • What is quality customer service?
  • Principles of total customer satisfaction for customer-service workers
10.45

Module 2: Why Customers become difficult?

  • Who is a difficult customer?
  • What makes customers difficult to handle?
  • Aggressive customer
  • Why do people get aggressive?
  • Moments of truth
  • Deal with difficult customers in a professional manner
  • Strategies in handling difficult customers
  • Solving customer’s problem
1.00

Lunch

2:00

Module 3: Strategies in Handling Difficult Complaints

  • Why people complaint?
  • How people complaint?
  • What is a customer complaint?
  • Communicating with complainer
  • Why is customer complaint handling is so important?
  • Why don’t more dissatisfied customers complaint?
  • Important techniques to use when handling complaints
  • Handling customer complaints as gifts
  • Encourage complaints
3.45

Module 4: Positive Working Attitude

  • What is positive working attitude?
  • The importance of having the right attitude
  • Characteristics of employee with right working attitude
  • Ways of developing the right attitude among employees
  • Management expectation of employee attitude
  • The role of superior
  • Group discussion
5.00

End of Course