Effective Complaints Management: The Framework for Customer Satisfaction
Date
29 Januari 2010
Time
09.00-17.00
Place
The Aryaduta Semanggi
(former Aston Sudirman)
Jakarta
Investment
IDR 1,800,000
Why Complaints Management ?
Studies reveal that 68% of customer defection is mainly due to unsatisfactory service and ineffective complaints management. A reduction of 1% in the customer defection rate can yield as much as 20% HIGHER profits for an average medium sized company. This emphasizes the importance of effective and efficient complaints management and quality service for business success.
Course Description
This 1-day course covers the basics on customer service, working with unsatisfied customers, exceeding customers’ expectations, telephone sales, prospecting, reaching decision makers, telephone presentations, handling objections, and closing sales, along with effective customer communication skills, conflict resolution, and time management.
Learning Outcomes
At the end of the training, participants are expected to:
• Understand the Customer Relation Processes
• Understand the Anatomy of Complaints
• Understand the Complaint-Handling Framework
• Use Customers’ Feedback for Improvement
• Understand the requirements of:
o CMSAS 86:2000 Complaint-Handling Standard
o BS 8600
Course Structure
•A combination of lectures, exercises and case studies
Outline
1 Customer Relation Process
2 Anatomy of Complaints
3 Complaint Management Framework
4 Using Customer Feedback to your Advantage
5 Brief Discussion on:
• CMSAS 86:2000 Complaint-handling Standard
• BS 8600
Who Should Attend
- Call Center Employees
- Customer Service Representatives
- Telecom and IT professionals at all levels of management
- Help desk managers, and executives responsible for customer service and sales
- Technology managers from IT and telecom
