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DTSTART;VALUE=DATE:20260902
DTEND;VALUE=DATE:20260904
DTSTAMP:20260422T014130
CREATED:20260113T072430Z
LAST-MODIFIED:20260113T072430Z
UID:50730-1788307200-1788479999@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\n Communicate effectively with customers using active listening techniques \nIdentify root causes of customer complaints and use problem-solving\, negotiation\, and empathy to resolve them \n Manage personal emotions and respond professionally in challenging situations \nIdentify patterns and trends in customer complaints and make recommendations for service improvement. \n\nCourse Outlines: Day 1:  \nModule 1: Introduction to Customer Complaints  \n\n The importance of effective complaint handling \n Types of customer complaints \n Understanding customer needs and expectations \n The cost of poor complaint handling \n\nModule 2: Active Listening Techniques  \n\n Importance 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\n Verbal and nonverbal communication techniques \n Active listening skills \n Asking effective questions \n Using empathy to build rapport \n\nModule 4: Managing Emotions  \n\n Understanding and managing personal emotions \n Strategies for staying calm and professional \n Dealing with angry or upset customers \n Avoiding escalation \n\nDay 2:  \nModule 5: Time management  \n\n Prioritizing complaints \n Setting realistic expectations with customers \n Managing time effectively \n Resolving 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\n Root cause analysis \n Problem-solving techniques \n Negotiation and conflict resolution \n Using empathy to address emotional complaints \n\nModule 8: Documentation and Follow-up  \n\n The importance of accurate documentation \n Following up with customers \n Identifying opportunities for improvement \n Preventing future complaints \n\nPRICING: \n\nRM 2\,200.00 Per Person (HRD Corp Claimable Course) + 8% SSTTo inquire about pricing for our training\, please contact us for a quote. \n\n\nKindly scan or click on the link below for your. Learning Registration.For any enquiries\, please contact us at:UOA Academy Sdn BhdSuite 1-2\, Lower Level 1\, City\, The Horizon Annexe\, Avenue 7\,Bangsar South\, 59200 Kuala Lumpur\, Wilayah Persekutuan Kuala Lumpur. \nTel: 6013 482 4810 / 6016 241 3517Email: register@uoa-academy.com \n\n  \n\n \nClick Here for Registration & Further Details!  \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\, including cancellation of the workshop if warranted by circumstances beyond its control.  \n\n     \n  \n 
URL:https://uoa-academy.com/events/handling-customer-complaints-skills-for-success/
CATEGORIES:Interpersonal Development,Interpersonal Skill,Management,Self Development
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DTSTART;VALUE=DATE:20260902
DTEND;VALUE=DATE:20260904
DTSTAMP:20260422T014130
CREATED:20260113T073100Z
LAST-MODIFIED:20260113T073100Z
UID:50732-1788307200-1788479999@uoa-academy.com
SUMMARY:ISO 45001:2018 Auditor Training (2 Days)
DESCRIPTION:Objectives  \nThe ISO 45001:2018 Auditor Training is designed to provide participants with a thorough understanding of the ISO 45001:2018 standard and its principles for managing occupational health and safety (OHS). The training aims to develop auditing skills by equipping participants with the necessary knowledge to conduct both internal and external audits of OHS management systems. It enables participants to assess and identify gaps in an organization’s compliance with the requirements of ISO 45001:2018\, while preparing them to perform key audit activities such as planning\, conducting audits\, identifying non-conformities\, and preparing audit reports. Additionally\, the training provides practical guidance on how auditors can contribute to continuous improvement in OHS management practices.  \nTarget Audience  \nThe target audience for ISO 45001:2018 Auditor Training includes employees at all levels\, senior management\, middle management\, executives and individuals who seek to enhance their ability to ensure a safe and healthy work environment\, improve OHS practices\, and support continuous improvement in occupational health and safety management systems.  \nLearning Outcomes  \n\n Understand ISO 45001 Requirements: Thoroughly grasp the requirements and principles of the ISO 45001:2018 standard. \n Conduct Effective Audits: Plan and execute efficient audits\, including observation\, interviews\, and document reviews. \n Identify and Document Findings: Accurately and objectively identify\, document\, and analyze audit findings. \n Prepare Comprehensive Reports: Compose clear and concise audit reports that effectively communicate findings to management. \n Apply Risk-Based Thinking: Integrate risk-based thinking into the auditing process to prioritize and address critical areas. \n\nCourse Outlines:  \nDay 1:  \nModule 1: Introduction to ISO 45001:2018  \n\n Overview of the ISO 45001:2018 standard \n Key principles and terminology \n Structure of ISO 45001 and its relationship with other management system standards \n\nModule 2: Understanding Occupational Health and Safety (OHS) Management Systems  \n\n Key components and requirements of an OHSMS \n Risk-based thinking and its application in ISO 45001 \n Legal and regulatory requirements in health and safety \n\nModule 3: Audit Fundamentals  \n\n What is auditing? Definition\, purpose\, and types of audits (internal and external) \nPrinciples of auditing: independence\, impartiality\, confidentiality \n Audit lifecycle: Planning\, execution\, reporting\, and follow-up \n\nModule 4: Planning an ISO 45001 Audit  \n\n Developing an audit plan and checklist \n Selecting audit criteria and scope \n Preparing for fieldwork and logistics \n\nDay 2:  \nModule 5: Conducting an Audit  \n\n Audit techniques: Document review\, interviews\, and observations \nCollecting and verifying evidence \n Engaging with auditees and stakeholders \n Recording and reporting audit findings \n\nModule 6: Identifying Non-Conformities and Corrective Actions  \n\nUnderstanding non-conformities in OHSMS \n Root cause analysis and corrective actions \n Developing action plans for continual improvement \n\nModule 7: Audit Reporting and Follow-Up  \n\n Writing an audit report: Structure\, key sections\, and recommendations \nPresenting audit findings to management \n Following up on corrective actions and effectiveness \n\nModule 8: Promoting Continuous Improvement  \n\n The role of auditors in driving continuous improvement \n Aligning audit outcomes with the organization’s strategic goals \nBest practices for maintaining ISO 45001 certification \n\nPRICING: \n\nRM 2\,200.00 Per Person (HRD Corp Claimable Course) + 8% SSTTo inquire about pricing for our training\, please contact us for a quote. \n\n\nKindly scan or click on the link below for your. Learning Registration.For any enquiries\, please contact us at:UOA Academy Sdn BhdSuite 1-2\, Lower Level 1\, City\, The Horizon Annexe\, Avenue 7\,Bangsar South\, 59200 Kuala Lumpur\, Wilayah Persekutuan Kuala Lumpur. \nTel: 6013 482 4810 / 6016 241 3517Email: register@uoa-academy.com \n\n  \n\n \nClick Here for Registration & Further Details!  \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\, including cancellation of the workshop if warranted by circumstances beyond its control.  \n\n     \n  \n 
URL:https://uoa-academy.com/events/iso-450012018-auditor-training-2-days/
CATEGORIES:Interpersonal Development,Interpersonal Skill,Management,Self Development
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