Handling Difficult Customers & Complaints Effectively

28-29 Nov, 2019, Renaissance Kuala Lumpur Hotel

IPA Training is Registered with

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 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

Renaissance Kuala Lumpur Hotel
Corner of Jalan Sultan Ismail and Jalan Ampang, 50450 Kuala Lumpur, - 50450
Phone : (603) 2162 2233

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
  • Service in a Competitive Environment
  • Importance of Customer Retention
  • Defining Service Quality
  • Changing Customer Values
  • Perception Points/Points of Interaction
  • Handling Customer Complaints Effectively
  • Handling Conflict Situations
  • Preventing Customer Complaints
  • Service Recovery and Customer Retention
  • Measuring Service Improvements
  • Crafting A Service Culture
INTRODUCTION
Every good marketer knows that it costs 5 to 10 times more to acquire a new customer than it does to keep a current customer. As a result, all companies need to learn how to apply a Zero Attrition Strategy as the foundation for customer-focused marketing programs.

Keeping customers loyal to your product, your service and your organization will be critical to your future marketing success, as having a loyal customer base can be one of your most competitive advantages. You need to understand why customers leave and how you can take steps to improve your customer retention ratio through more effective management and handling of customer complaints.

This two-day course will cover a wide range of interlinked points on how to develop a customer complaint resolution strategy. Each participant will develop a customer retention strategy for one of his or her own key customers or clients as part of the course work. The retention strategy plan will include specific action steps they can implement to help ensure that lessons learned are immediately actioned and practiced upon completion of the course.
AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Identifying factors required for service quality.
  2. Understanding how to implement the 6 C’s of quality customer service.
  3. Developing individual action plans to meet bank and business unit service strategies.
  4. Being prepared to recover from errors and mistakes and keep customers from moving to competitors.
  5. Measuring service improvements and customer complaint handling.
WHO SHOULD ATTEND
  • Front-Line Personnel
  • Supervisors
  • Executives
  • Personnel dealing with Customers
METHODOLOGY
  • Interactive Lectures
  • Case Studies
  • Group Discussions
  • Group Exercises
DAY 1
9:00

SERVICE IN A COMPETITIVE ENVIRONMENT

  • Changing nature of the economy and your business
  • Changing customer expectations
  • Importance of customer focus
  • What is good service
  • Who defines good service?
  • Characteristics of Quality Service Organizations
10.45

IMPORTANCE OF CUSTOMER RETENTION

  • Why do customers leave?
  • Impact of Ineffective Customer Service
  • Counting the costs of lost customers on business growth and financial goals
  • Additional impact of customer attrition
  • Bottom line benefits from customer retention
1:00 Lunch
2:00

DEFINING SERVICE QUALITY

  • 5 Dimensions of Service Quality
  • 10 Key Lessons for Better Customer Service
  • 6 C’s of Quality Customer Service [Competence, Concerned, Caring, Customized, Consistency, Commitment]

3:45

CHANGING CUSTOMER VALUES

  • 7 areas where customer values are changing
  • Identifying areas of opportunity for each changing customer value
5:00 End of Day 1
DAY 2
9:00

PERCEPTION POINTS/POINTS OF INTERACTION

  • 4 Dimensions of perception and customer points of interaction
  • Understanding your organization’s perceptions
  • Understanding your customers’ perceptions
  • Understanding your suppliers’ perceptions
 

HANDLING CUSTOMER COMPLAINTS EFFECTIVEY

  • Complaints will happen!
  • Different modes of complaints
  • Using the AGREEMENT system
  • Handling informal complaints
  • Handling formal complaints
  • Moving complaints up the management hierarchy
  • Keys to effective communications with customers
  • Keys to effective communications with staff
10.45

HANDLING CONFLICT SITUATIONS

  • Maintaining professionalism in difficult circumstances
  • Providing support to your staff
  • Never write in anger or haste
  • Process for conflict resolution
 

PREVENTING CUSTOMER COMPLAINTS

  • Customers come in all types
  • Understanding customer personalities, behaviors, and communication styles
  • Understanding customer expectations
  • Customer-friendly policies
  • Customer-friendly procedures
  • Comprehensive feedback & information sharing systems
  • Kaizen — continuous improvement
1:00 Lunch
2:00

SERVICE RECOVERY AND CUSTOMER RETENTION

  • Trigger Points and Hot Buttons
  • Steps to Service Recovery
  • Turning service opportunities into sales
 

MEASURING SERVICE IMPROVEMENTS

  • It is not just about service recovery success
  • Tracking customer expectations/ preferences
  • Delivering against customer expectations
  • Delivering against commitments and promises
  • Formal and informal measurement systems
3:45

CRAFTING A SERVICE CULTURE

  • Which organizations have good service reputations? Why?
  • What is a service culture?
  • Factors for Service Quality
  • Communication & Buy-in
  • Standards and Measurements
5:00 End of Course