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X-WR-CALDESC:Events for UOA Academy
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DTSTART:20240101T000000
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DTSTART;VALUE=DATE:20250910
DTEND;VALUE=DATE:20250912
DTSTAMP:20260317T224947
CREATED:20250819T013807Z
LAST-MODIFIED:20250819T013807Z
UID:47753-1757462400-1757635199@uoa-academy.com
SUMMARY:Handling Customer Complaints (2 Days)
DESCRIPTION:Objective: \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. Target 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 ● Identify 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 ● Identify patterns and trends in customer complaints and make recommendations for service improvement. \n\nCourse Outlines:  \nDay 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 \n Practical strategies for attentive and empathetic listening \n Enhancing 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 ● Strategies for maintaining professionalism in difficult scenarios ● De-escalation techniques for defusing tense customer interactions ● Case studies on effective responses to challenging complaints  \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: \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: 603-2381 0478 | 6012-575 1767\nEmail: register@uoa-academy.com\n \n\nhttps://www.surveymonkey.com/r/EXTREG\n \nCancellation & Transfer\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.Disclaimer: 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 
URL:https://uoa-academy.com/events/handling-customer-complaints-training/
CATEGORIES:Interpersonal Development,Interpersonal Skill,Management,Self Development
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