Handling Difficult Customers & Complaints Effectively

14 Dec, 2018, Furama Hotel Kuala Lumpur

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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 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

Furama Hotel Kuala Lumpur
136, Jalan Changkat Thambi Dollah, 55100 Kuala Lumpur, - 55100
Phone : (603) 2788 8888

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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
  • Introduction: Who is a Customer?
  • Why Customers become difficult?
  • Dealing with Difficult Customers
  • Managing Complaints from difficult Customers

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.
AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Identifying the reasons for poor relationships.
  2. Handling customer complaints effectively.
  3. Managing customer expectations.
  4. Stating quality customer service and enhancing company image.
  5. Dealing with difficult customers in a more professional manner.
  6. Analyzing complaints in order to make appropriate decisions.
  7. Increasing your capability of retaining customers.
WHO SHOULD ATTEND
  • Front-Line Personnel
  • Supervisors
  • Executives
  • Personnel dealing with Customers
METHODOLOGY
  • Interactive Lectures
  • Case Studies
  • Group Discussions
  • Group Exercises
COURSE OUTLINE
9:00 INTRODUCTION : WHO IS A CUSTOMER?
  • 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
  • Best practices in managing customers
  • Role play
  • Case study
10.45 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
  • Case study
  • Role play
1:00 Lunch

2.00 DEALING WITH DIFFICULT CUSTOMERS
  • Do’s and dont’s
  • The categories of difficult customers
  • The SELF model
  • The three factors causing difficult customers
  • Building relationship with customers
  • Learning to adapt with customers
  • Changing to suite customers
  • Group discussion
  • Case studies
  • Role play
3.45 MANAGING COMPLAINTS FROM DIFFICULT CUSTOMERS
  • Why people complain?
  • How people complain?
  • What is a customer complaint?
  • Communicating with the complainer
  • Why is customer complaint handling so important?
  • Why don’t more dissatisfied customers complain?
  • Important techniques to use when handling complaints
  • Handling customer complaints as gifts
  • Encourage complaints
  • Group presentation
5:00 End of Course