Customer Feedback & Handling Customer Complaints Malaysia

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Customer Feedback & Handling Customer Complaints Malaysia

Fancy sales pitches, high-powered market strategies & clever advertising can be very important attention getters. They may persuade people to become your prospect. But getting them to purchase your product depends on how well they’re treated, convinced & rewarded which boils down to customer service. This interactive program is a spring board for releasing talent, energy & enthusiasm. Exceptional WOW customer service doesn’t happen by talking about it. It happens by doing it. It happens at every point of contact with the customer – in person, on the phone, in a letter or through email. Customer service relationships often depend on “getting off on the right foot”. Understanding behavioral styles shows you how to recognize different behavior patterns & develop adaptive skills that increase your ability to communicate successfully with customers. This course aims to help you develop a plan that everyone can rally behind so as to balance customer needs with the reality of business operations. There is an urgent need to build a service culture & add value to your current service so that you can keep a service gap between you & the competitors. Spot areas needing immediate improvement.

Customer Service Training by PEAK SUCCESS ABUNDANCE – Practice Session 1

Customer Service Training by PEAK SUCCESS ABUNDANCE – Practice Session 2

Handling Angry Customers by PEAK SUCCESS ABUNDANCE – Practice Session

  • Spot areas needing immediate improvement & resolve problems
  • Master techniques to deal with angry, dissatisfied & challenging customers
  • Help maintain & operate an effective complaint handling system that works
  • Develop a customer complaints plan that everyone can rally behind
  • Reduce & eliminate customer complaints
  • Ensure complaints are dealt with immediately, effectively & to customers’ satisfaction
  • Spot areas needing immediate improvement
  • Identified the barriers & common mistakes in handling complaints
  • Building up a Customer Loyalty program
  • Save money by doing what the customer wants
  • Balance customer needs with the reality of your business operations
  • Create & keep a service gap between you and the competitors
  • Develop an attitude of “surprising the customer”
  • Acquired a thorough knowledge of building the foundation to customer satisfaction
  • Acquired the right mindset for dealing with customers
  • Monitor to ensure excellent customer service is being practiced

For all personnel in an organization who wants to improve their customer service skills & achieve success at the workplace

1. GREAT CUSTOMER SERVICE – CUSTOMER RETENTION & GROWTH      

  • Principles of excellent customer service
  • How to delight your customers by creating world class service
  • The Customer’s Bill of Rights

2. STAYING CLOSE TO YOUR CUSTOMER: UNDERSTAND THEIR NEEDS

  • Understanding customer’s wants & needs
  • Understanding customers’ perceptions towards your company, products or service
  • Overcome negative perceptions

Group Discussion & Reflections

3. SETTING UP AN EFFECTIVE COMPLAINTS DEPARTMENT OR UNIT

  • Setting out the criteria or parameters required
  • What are the key issues involved
  • Step-by-step procedure to setting up such a unit or department
  • How to ensure successful implementation

4. EFFECTIVE COMPLAINTS MANAGEMENT

  • Encouraging feedback & complaints from customers
  • Translating customer complaints into positive action
  • Handling and responding to legitimate complaints
  • Handling angry customers

Group Discussion & Presentation

5. MANAGING CONFLICTS THROUGH COMMUNICATION TECHNIQUES

  • Understanding the nature of conflicts
  • Working towards positive outcomes through assertive behavior
  • Achieving WIN/WIN outcomes through successful negotiation
  • Understanding the difficult situation
  • Being flexible in communication to deal with the situation
  • Strategies for conflict resolution

Conflict Questionnaire. Role Play

6. DEVELOP A POSITIVE MINDSET TOWARDS COMPLAINTS HANDLING

  • The first 4-Minute Rule
  • Check your body language – it is not what you say but how you say it
  • Your personal outlook / image / grooming
  • How your self-esteem affects your sale / service
  • Developing right mental attitude to be a customer driven professional
  • Effective communication skills
  • Active listening – developing listening / questioning / answering skills
  • Importance of a personalized service

Customer Service Game & Activity

7. FOSTERING CUSTOMER LOYALTY IN MAS

  • Ways to ensure customer loyalty
  • How do we outperform the competition
  • Creative & innovative ways to ensure customers come back to us for repeat business

8. MANAGING SERVICE BREAKDOWN

  • Recovery techniques & strategies
  • Ways to redeem yourself in the customer’s eyes. Turn a dissatisfied customer to give you repeat business. Building customer loyalty by successfully handling service failure
  • Steps necessary to retain your customers should they face a service breakdown in your organization

9. HANDLING DIFFICULT CUSTOMERS

  • Dealing constructively with a customer’s anger and frustration
  • Moving from ‘follow-the-rules’ to using judgement
  • Check for frustrations and challenges
  • The secret of success: listen for silent signals
  • Cooling the customer with HEAT
  • Ways to get repeat business from satisfied customers
  • Follow-up

Role Play & Activity

10. CONTROL OF EMOTIONS

  • The ability to generate feelings on demand
  • Developing high self – awareness
  • How low self – awareness can handicap your interpersonal skills
  • Emotional Intelligence in handling complaints & difficult customers
  • Emotional Intelligence in interpersonal & communication skills

Activity: Emotional Contagion. Reflection & Sharing. Get Rid of Negative Emotions

11. SETTING UP THE COMPLAINT HANDLING SYSTEM

  • Features & characteristics of a good complaints handling system
  • Making a complaints handling system effective
  • Developing a complaints handling system
  • Complaints policy & procedures
  • Developing a complaints handling policy
  • Developing complaints handling procedures
  • Hints for effective complaint policies & procedures
  • The complaints form

12. WHAT CUSTOMERS EXPECT WHEN THINGS GO WRONG 

  • 6-step process for handling disappointed & even disgruntled customers
  • Managing the service recovery effort
  • Customers challenges/problems & challenging/problem customers
  • Creating a service recovery system
  • Service recovery activities & mechanisms
  • Learning from recovery experience

13. MONITOR THE PERFORMANCE & RESULTS REQUIRED IN COMPLAINTS MANAGEMENT

  • Change attitude
  • Devise incentive scheme to implement an Effective Customer Complaint Strategy
  • Take disciplinary action
  • Devise a Questionnaire to monitor progress of customers
  • Carry out random spot checks to ensure compliance

14. EFFECTIVE COMPLAINTS MANAGEMENT

  • Encouraging feedback & complaints from customers
  • Translating customer complaints into positive action
  • Handling and responding to legitimate complaints
  • Practices of exceptional service

15. MANAGING SERVICE BREAKDOWN

  • Ways to redeem yourself in the customer’s eyes by using service guarantees to differentiate your services & reduce the number of complaints. Turning a dissatisfied customer to give you repeat business
  • Building customer loyalty by successfully handling service failure
  • Steps necessary to retain your customers should they face a service breakdown in your organization

16. THE CHALLENGE: TEAM PROJECT – How to Improve on our Customer Service Excellence in MAS including Handling Customer Complaints

  • Practices of exceptional service
  • Strategies that foster Customer Loyalty

Presentation of project by each group

COURSE METHODOLOGY

Accelerated Learning Technique based on the 4Ps: Preparation, Presentation, Practice, Performance

To make the training effective & thought provoking yet lively & entertaining, the trainer utilizes a combination of various training methodologies including a combination of expert input plus practical sessions including:

  • Instructions, Group Discussions, Presentations, Video Films & Clips
  • Brainstorming Sessions, Practical Hands On Sessions
  • Demonstrations, Role Play, Games & Activities
  • Creative Music, Visualization, Clearing Techniques
  • NLP Tools, Notes & Hand Outs, Group & Individual Exercises

HAMIDAH HASHIM

She has been an independent corporate training consultant since 1993. She has a unique background in management, finance and banking. The past twenty-two years she has conducted training in management development, communication and image management which has earned her excellent feedback from participants due to her fun and engaging training style.

Ms. Hashim pursued I.C.S.A. in ITM (1980-1984) where she was offered a scholarship by the former BBMB. She then worked for more than eight years in operations and training with the Bank. It was during this time that she obtained a Certificate in Training & Development (ITD, U.K.) and attended the Diploma course in Training Management. She also attended the consultancy program “Loyalty Management” in Oslo, Norway where she learned about strategies on creating a customer loyalty culture. Hamidah is a PSMB/HRDF-recognized trainer.

Her training experience includes conducting numerous public seminars in areas of Communication, Corporate Image and Customer Service. She has also conducted many in-house programs for multinational companies (such as IBM, Panasonic, HSBC), Malaysian companies, higher learning institutions/universities as well as government agencies in Malaysia and Brunei.

Ms. Hashim’s forte is in personal skills which include Customer Service, Communication, Corporate Image and Train-the-Trainer. Hamidah has also appeared on RTM’s “Selamat Pagi Malaysia” to speak on topics like Personal Change and Communication Skills. In Image Management; Hamidah has had the opportunity to learn from the best in the industry; Robert Pante, a renowned image consultant from the US and an Australian color consultant. A firm believer in continuous improvement (kaizen), Hamidah regularly attends courses to enhance her knowledge and skills as a professional trainer.

Her other training experience includes; being  an active volunteer and was a board member with AFS/ABM International & Intercultural programs where she conducts workshops on cross-cultural learning for Malaysian families and foreign students.  She has also made a presentation on ‘cross-cultural adaptation skills’ in Dunedin, New Zealand for an international conference attended by participants in the Pacific region.

Among the organizations that had enjoyed Hamidah’s in-hou­­­se programs are as follows:

  • Ambank – Corporate Image & Etiquette
  • IBM (Global Services) – Customer Service, and Corporate Image
  • Celcom – Professional Grooming
  • CIMB (Secretaries) – Corporate Image & Etiquette
  • Sunway Group – Interpersonal Skills
  • Monash University – Grooming for Interviews
  • Bank Simpanan Nasional – Customer Service, and Corporate Image
  • Asian Finance Bank – Customer Service
  • Kuwait Finance House – Customer Service, and Corporate Image
  • Bank Islam – Customer Service
  • Panasonic – Team Synergy, and Interpersonal Skills
  • Petronas Penapisan – Corporate Image & Etiquette
  • MTDC – Corporate Image & Etiquette
  • Burger King – Customer Service
  • Hotel Maluri – Customer Service, and Corporate Image
  • Proton Edar – Corporate Image & Etiquette
  • NAZA Motors – Corporate Image & Etiquette
  • Securities Commission – Corporate Image & Etiquette
  • Telekom – Corporate Image & Etiquette
  • TNB – Customer Service
  • UMMC – Customer Service
  • LITRAK (LDP & Sprint) – Customer Service
  • PTPTN – Customer Service, and Corporate Image
  • S.P.A.D – Customer Service
  • SPNB – Customer Service
  • PSMB – Customer Service
  • MARA – Presentation Skills
  • AFS – Presentation Skills, & Counseling Skills
  • Istana Budaya – Corporate Image & Etiquette
  • Khazanah Nasional – Time Management
  • Kementerian Kerja Raya – Corporate Image & Etiquette
  • Kem. Pembangunan Wanita – Interpersonal Skills, & Grooming
  • Kementerian Pengajian Tinggi – Interpersonal Skills
  • PDRM (Bukit Aman) – Train-the-Trainer, Team Synergy & Understanding Body Language
  • HSBC (Sales Division) – Go the Extra Mile