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X-WR-CALDESC:Events for UOA Academy
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DTSTART:20240101T000000
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DTSTART;VALUE=DATE:20250122
DTEND;VALUE=DATE:20250124
DTSTAMP:20260518T210336
CREATED:20241230T020723Z
LAST-MODIFIED:20250113T032220Z
UID:32805-1737504000-1737676799@uoa-academy.com
SUMMARY:Handling Customer Complaints (2 Days)
DESCRIPTION:Objectives \nThe objective of the Handling Customer Complaints training program is to provide participants with a comprehensive understanding of the skills and knowledge necessary to effectively handle customer complaints and improve customer satisfaction. In today’s highly competitive business environment\, it is crucial for organizations to have a solid approach to managing customer complaints. Effective handling of customer complaints can help to prevent the loss of business\, maintain customer loyalty\, and even enhance the reputation of an organization. \nTarget Audience \nThe target audience for the Handling Customer Complaints training program includes customer service representatives\, front-line employees\, managers\, and anyone who interacts with customers in a business setting. \nLearning Outcomes  \n\nCommunicate effectively with customers using active listening techniques\nIdentify root causes of customer complaints and use problem-solving\, negotiation\, and empathy to resolve them\nManage personal emotions and respond professionally in challenging situations\nIdentify patterns and trends in customer complaints and make recommendations for service improvement.\n\n\nCourse Outlines: \nDay 1: \nModule 1: Introduction to Customer Complaints \n\nThe importance of effective complaint handling\nTypes of customer complaints\nUnderstanding customer needs and expectations\nThe cost of poor complaint handling\n\nModule 2: Active Listening Techniques \n\nImportance of active listening in customer interactions\nPractical strategies for attentive and empathetic listening\nEnhancing communication through effective listening skills\n\nModule 3: Effective Communication Skills \n\nVerbal and nonverbal communication techniques\nActive listening skills\nAsking effective questions\nUsing empathy to build rapport\n\nModule 4: Managing Emotions \n\nUnderstanding and managing personal emotions\nStrategies for staying calm and professional\nDealing with angry or upset customers \nAvoiding escalation\n\n\nDay 2: \nModule 5: Time management \n\nPrioritizing complaints\nSetting realistic expectations with customers\nManaging time effectively\nResolving complaints within an appropriate time frame\n\nModule 6:  Professional Response in Challenging Situations \n\nStrategies for maintaining professionalism in difficult scenarios\nDe-escalation techniques for defusing tense customer interactions\nCase studies on effective responses to challenging complaints\n\nModule 7: Complaint Resolution Techniques \n\nRoot cause analysis\nProblem-solving techniques\nNegotiation and conflict resolution\nUsing empathy to address emotional complaints\n\nModule 8: Documentation and Follow-up \n\nThe importance of accurate documentation\nFollowing up with customers\nIdentifying opportunities for improvement\nPreventing future complaints \n\n\n\nPRICING: \nRM 1\,800.00 Per Person (HRD Corp Claimable Course) + 8% SST \n\nKindly scan or click on the link below for your \nLearning Registration.\n \nFor any enquiries\, please contact us at:\n \nUOA Academy Sdn Bhd\nUOA Corporate Tower\, Lobby A\, Avenue 10\, The Vertical\nBangsar South City\, No 8 Jalan Kerinchi\n59200 Kuala Lumpur\, Malaysia.\nTel: 6019 225 0942 / 6016 806 1760 / 6016 241 3517\nEmail: register@uoa-academy.com\n \n\nhttps://www.surveymonkey.com/r/EXTREG\n \nCancellation & Transfer\n\nPlease note that should this registration be cancelled fourteen (14) days before the day of the training\, a 50% cancellation charge will be imposed. If cancellation is made seven (7) days before the training\, full payment of the training will be levied. Please note that amendments can only be made to the above arrangement by giving a minimum of three (3) working days’ notice. Additionally\, a 30% upfront payment is required via Human Resource Development Corporation (HRDC) or bank transfer. \nDisclaimer: UOA Academy reserves the right to make changes to the venue\, date\, and speaker\,\nincluding cancellation of the workshop if warranted by circumstances beyond its control. \n\n  \n\n  \nJoin Today! \n 
URL:https://uoa-academy.com/events/handling-customer-complaints/
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BEGIN:VEVENT
DTSTART;VALUE=DATE:20250123
DTEND;VALUE=DATE:20250124
DTSTAMP:20260518T210336
CREATED:20241230T022949Z
LAST-MODIFIED:20250204T015009Z
UID:32810-1737590400-1737676799@uoa-academy.com
SUMMARY:Communication Skills Workshop (Bottom up & Top down) (1 day)
DESCRIPTION:Objectives \nTo enhance the English communication skills of frontline and backend staff\, enabling them to interact more effectively with guests and colleagues\, thereby improving guest satisfaction and operational efficiency. \nTarget Audience \nThe target audience for this Basic English Communication Skills Training is the frontline and backend staff of the UOA Hospitality group. This includes individuals who directly interact with guests\, such as: \n\nFront desk agents\nConcierge staff\nHousekeeping staff\nFood and beverage servers\nBartenders / Baristas\nFrontline security\n\nEssentially\, anyone who has regular face-to-face or phone interactions with guests would benefit from this training. \nLearning Outcomes  \n\nImprove basic English language skills: To enhance participants’ ability to speak\, understand\, read\, and write in English.\nDevelop effective communication techniques: To train participants to communicate clearly and confidently in English.\nEnhance listening skills: To improve participants’ ability to listen and understand spoken English.\nBuild vocabulary and grammar: To expand participants’ English vocabulary and improve their understanding of basic grammar.\nPractice common hospitality phrases: To familiarize participants with common phrases and expressions used in the hospitality industry.\n\n\nCourse Outline \nMorning Session (9:00 AM – 12:00 PM) \nModule 1: Introduction to Basic English Communication \n\nImportance of English communication in hospitality\nBasic English language skills (speaking\, listening\, reading\, writing)\nCommon challenges and how to overcome them\n\nModule 2: Building Vocabulary and Grammar \n\nEssential vocabulary for hospitality staff\nBasic grammar rules (sentence structure\, verb tenses\, etc.)\nPractice exercises to reinforce learning\n\nAfternoon Session (1:00 PM – 4:00 PM) \nModule 3: Effective Communication Techniques \n\nSpeaking clearly and confidently\nActive listening skills\nAsking and answering questions effectively\nRole-playing common scenarios\n\nModule 4: Common Hospitality Phrases and Expressions \n\nGreeting guests and making small talk\nHandling guest inquiries and requests\nProviding directions and information\nDealing with complaints and difficult situations\n\nTraining Methodology \n\nLectures and presentations\nRole-playing exercises\nGroup discussions\nPractice exercises\nQ&A sessions\n\nEvaluation \n\nPre- and post-training assessments\nParticipant feedback forms\nTrainer observation and evaluation\n\nNote \n\nThe training can be customized to address specific needs and challenges of the UOA Hospitality group.\nHands-on exercises and simulations can be incorporated to enhance practical skills.\nContinuous feedback and coaching can be provided to reinforce learning and improve performance.\n\nBy the end of this training\, participants will be equipped with the necessary English communication skills to effectively interact with guests and colleagues\, leading to improved guest satisfaction and operational efficiency. \n\n\nPRICING: \nRM 1\,000.00 Per Person (HRD Corp Claimable Course) + 8% SST \n \n \nKindly scan or click on the link below for your \nLearning Registration.\n \nFor any enquiries\, please contact us at:\n \nUOA Academy Sdn Bhd\nUOA Corporate Tower\, Lobby A\, Avenue 10\, The Vertical\nBangsar South City\, No 8 Jalan Kerinchi\n59200 Kuala Lumpur\, Malaysia.\nTel: 6019 225 0942 / 6016 806 1760 / 6016 241 3517\nEmail: register@uoa-academy.com\n \n\nhttps://www.surveymonkey.com/r/EXTREG\n \nCancellation & Transfer\n\nPlease note that should this registration be cancelled fourteen (14) days before the day of the training\, a 50% cancellation charge will be imposed. If cancellation is made seven (7) days before the training\, full payment of the training will be levied. Please note that amendments can only be made to the above arrangement by giving a minimum of three (3) working days’ notice. Additionally\, a 30% upfront payment is required via Human Resource Development Corporation (HRDC) or bank transfer. \nDisclaimer: UOA Academy reserves the right to make changes to the venue\, date\, and speaker\,\nincluding cancellation of the workshop if warranted by circumstances beyond its control. \n\n  \n\n  \nJoin Today! \n 
URL:https://uoa-academy.com/events/communication-skills-workshop-bottom-up-top-down/
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