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Handling Customer Complaints

October 27, 2023

Handling Customer Complaints (1 Day)
The 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
The 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.

Learning Outcomes
● Communicate effectively with customers using active listening techniques
● Identify root causes of customer complaints and use problem-solving, negotiation, and empathy to resolve them
● Manage personal emotions and respond professionally in challenging situations
● Identify patterns and trends in customer complaints and make recommendations for service improvement.

Course Outlines:
Module 1: Introduction to Customer Complaints
● The importance of effective complaint handling
● Types of customer complaints
● Understanding customer needs and expectations
● The cost of poor complaint handling

Module 2: Effective Communication Skills
● Verbal and nonverbal communication techniques
● Active listening skills
● Asking effective questions
● Using empathy to build rapport

Module 3: Complaint Resolution Techniques
● Root cause analysis
● Problem-solving techniques
● Negotiation and conflict resolution
● Using empathy to address emotional complaints

Module 4: Managing Emotions
● Understanding and managing personal emotions
● Strategies for staying calm and professional
● Dealing with angry or upset customers
● Avoiding escalation

Module 5: Time Management
● Prioritizing complaints
● Setting realistic expectations with customers
● Managing time effectively
● Resolving complaints within an appropriate time frame

Module 6: Documentation and Follow-up
● The importance of accurate documentation
● Following up with customers
● Identifying opportunities for improvement
● Preventing future complaints

RM 900.00 Per Person (HRD Corp Claimable Course)
Kindly scan or click on the link below for your 
Learning Registration.
For any enquiries, please contact us at:
UOA Academy Sdn Bhd
UOA Corporate Tower, Lobby A, Avenue 10, The Vertical
Bangsar South City, No 8 Jalan Kerinchi
59200 Kuala Lumpur, Malaysia.
Tel: 6019 225 0942 / 6016 806 1760 / 6016 241 3517
Email: register@uoa-academy.com
Cancellation & Transfer
Please 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.
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.



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October 27, 2023
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