High Impact Customer Service & Complaint Handling Skills That Deliver Results

24-25 Sep, 2018, Vistana Kuala Lumpur

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Learn from the Best

Carol Chiam a.k.a. O.K. Chiam is a professional trainer, mentor, motivator, public speaker, customer service guru and an author of 8 books.

 

She has with her more than 25 years of vast working exposure in more than 7 industries, especially the financial and service sectors. Her professional qualifications and wide exposure not only made a successful trainer but given her an extra edge in writing comprehensive books to share her knowledge.

 

She has with her no less than 15 years’ experience in training & development of staff and agents in leading multinational companies. She is a seasoned professional trainer for public and in house courses. Her participants include from large Multinational Companies, leading Conglomerates, Financial & Service Sectors, Oil & Gas Companies, Fast Moving Consumer Goods Industries (FMCG), Construction Sector, Manufacturing Sectors, Ministries, GLCs, SMIs, Universities, IT sectors, etc.

 

Carol’s Customer Service Skills courses are very well accepted and have been successfully conducted for in house and public courses for participants from all over Malaysia. There is a popular demand for more of her courses in this area, especially from those who have attended her trainings earlier on.

 

She is an approved PSMB Trainer with more than 15 years training experience. Besides the Customer Focus Management courses, she is a popular and seasoned trainer in sales management, public speaking and presentation skills, people management, communication skills and English grammar.

 

Carol believes that her success in training is very much due to her ability to interact with her participants in 3 languages i.e. English, Bahasa Malaysia and Mandarin and also, her vast exposure of more than 25 years in several industries, especially in multinational companies.

 

A strong believer in reinventing and continuous improvement, she places attitude as the most important criteria for any success. She strongly endorses the “keep learning” habit for personal development.

 

“Knowledge is no power but Application is.”

Venue Details

Vistana Kuala Lumpur
9 Jalan Lumut Off Jalan Ipoh, 50400 Kuala Lumpur,
Phone : 03 4042 8000

Click For Hotel Location

Contact us

Juliany,
03 2283 6109
juliany@ipa.com.my

Phoebe,
03 2283 6100
phoebe@ipa.com.my 

FOR CUSTOMISED IN-HOUSE TRAINING
Jane,
03 2283 6101
Jane@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

FOCUSING ON
  • Essence Of Effective Customer Service & Complaint Handling
  • Learn From Past Failures
  • Setting Goals And Standards In Service Excellence
  • Engaging Customers With Communication Skills
  • Showing That You Care
  • Managing Complaints Professionally
  • Focusing On Customer Satisfaction
  • Empathise With Listening Power In Problem Solving
  • Handling Difficult Customers
  • Resolving Complaints While Preserving Customer Reliability And Corporate Credibility
  • Dealing With Different Complaints Effectively
  • Discussion
OVERVIEW

Customers want excellent service!

 

Every organisation makes great effort to bring customers back. Keep them with best service. Handle their complaints well.

 

Excellence in customer service is required to stay competitive. New strategies should be developed to secure more new and existing customers. Treating them nice is not good enough but making them remember you and come back need extra effort.

 

High impact customer service and complaint handling skills are needed to stay ahead. Customers look for value in what they paid. Ordinary words of “thank you” are now taken as normal in every encounter with customers. These words will not impress customers at all. Your ability to deal with their problems on the other hand will bring more impact.

 

There are many angry and unhappy customers. Dealing with difficult customers is a must have ability these days. A satisfied customer is the best salesperson for any business organisation. This ability of dealing with difficult customers is acquired through training and frequent practice.

 

This course enables participants to be more confident and effective in their daily customer encounters. This training on high impact customer service and complaints handling skills will help them to keep customers and achieve company’s business objectives.

The skills learned will lessen complaints and upgrade standards in delivery.

OBJECTIVES
  1. Developing high impact customer service and complaint handling skills.
  2. Staying competitive and professional in business.
  3. Avoiding unnecessary publicity due to unprofessional handling of complaints.
  4. Encouraging more customers to keep coming back.
  5. Achieving business objectives in challenging times.
AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Learning how to offer high impact customer service and complaints handling.
  2. Raising your ability to meet customers’ needs and handling their complaints.
  3. Handling complaints effectively.
  4. Knowing how to create more value for customers.
  5. Improving competencies to stay competitive.
DAY 1
9:00 ESSENCE OF EFFECTIVE CUSTOMER SERVICE & COMPLAINT HANDLING
  • Business Growth
  • Confidence of Customers
  • Reliability Status
  • Corporate Reputation
  • Pitfalls & Ill Effects
10:45 LEARN FROM PAST FAILURES
  • Taking things for granted
  • Putting the wrong team on board
  • Insufficient training on customer service excellence
  • No trend watching on competitors
  • Lack of enthusiasm in continuous improvement
  • No commitment
12.00 SETTING GOALS AND STANDARDS IN SERVICE EXCELLENCE
  • Understanding company‘s vision and goals
  • Setting high customer service standards using KPI as a guide
  • Regular meetings on planned achievements in service
  • Making complaints handling as top priority
1:00 Lunch

2:00

ENGAGING CUSTOMERS WITH COMMUNICATION SKILLS

  • Using simple language for easy understanding
  • Conveying clear messages to customers to avoid misunderstanding
  • Adding more non verbal communication techniques: smile, eye contact, etc. to create impression.
  • Using right vocabulary: greetings, discussions, apologies, etc.
  • How you speak and write matters!
3:45 SHOWING THAT YOU CARE
  • Learn the 4 interactive stages in a complaint
  • Using words that encourage and not discourage complainants
  • Use phrases to show you are eager to offer solutions
  • Adopt “fast” strategies in solving issues of customers
  • Give them the “wow” experience
  MANAGING COMPLAINTS PROFESSIONALLY
  • Handling complaints professionally
  • Taking complaints as important learning grounds
  • Strong analytical skills on complaints
  • Solve problems: Action and not just words.
5:00 End of Day 1
DAY 2
9:00 FOCUSING ON CUSTOMER SATISFACTION
  • Inviting feedbacks from customers on areas of improvement
  • Regular connection with customers: engaging, delighting and involving
  • Constant monitoring of complaints and outcome of solutions provided
  • Record of complaints to avoid the same complaint repeating
  • Sharing information on complaints : sales & service
  • Trend watching on what other competitors are doing
  • Upgrade service standards - an entire internal affair
10:45 EMPATHISE WITH LISTENING POWER IN PROBLEM SOLVING
  • Listen attentively to customers : needs and complaints
  • Ask, if not clear for accurate information
  • Repeat, when necessary if requests are not clear
  • Do not assume on information or enquiries
  • Consult, if necessary
12.00 HANDLING DIFFICULT CUSTOMERS
  • Listen attentively
  • Focusing on issues and not personalities
  • Managing your emotions
  • Using positive words in your conversation
  • Resolving problems fast
  • Do not leave a problem unsolved
  • Be patient
1:00 Lunch

2:00

RESOLVING COMPLAINTS WHILE PRESERVING CUSTOMER RELIABILITY AND CORPORATE CREDIBILITY

  • Not Forgetting The Golden Rule
  • “Cracking The Egg” Theory In Complaints Handling
  • The phrase ,” We are here for you” is important
  • Explain and not just tell
3.45

DEALING WITH DIFFERENT COMPLAINTS EFFECTIVELY

  • Wrong Information
  • Poor Quality Goods
  • Late delivery
  • Rude staff
  • Untrained staff
  • Inefficiency
3:45 DISCUSSION
 
5:00 End of Course