Essential Skills for Effectively Handling Customer Complaints

Professional Training Course on 
Essential Skills for Effectively Handling Customer Complaints

Saturday 26 October  2013

Venue: ACE; Languages: Khmer and English

All the profits will go towards supporting more than 400 kids and youths from various slum and poor remote areas!

This Essential Skills for Handling Customer Complaints training course is designed for businesses and organisations who need to improve their team members to the next level of customer service delivery – to handle customer complaints effectively. Participants will gain a step-by-step tuition on the practice and theory of the customer care process, and will develop a solid grounding on which to build their customer service knowledge and ability.

Objective
That all frontline staffs who work with the customers have a direct and positive impact on the bottom line for your organization. We make sure that they have the best skills, strategies and techniques to turn every customer complaint into a memorable customer experience. This training is a custom made course aimed at those people with direct contact with customers, whether that is face to face, on the telephone, or via the internet.

Course Contents
Revision of Essential Customer Service Skills

• What is “customer service”?
• Understanding the importance and benefits of a right service mindset
• Learn the importance of and practice your non-verbal communication skills

Hands-on Customer Complaints

• What is a complaint?
• Why do people complain?
• Why we do not like complaints
• Complaints define what a customer wants
• Word of mouth/complaint behavior
• The negative cycle of poor complaints handling
• The 3 levels of complaints
• The “5 Step Complaints Handling Formula”

Training Methodology
“Adult learning” is most effective when presented in a relevant context so that the skills, strategy, and knowledge are meaningful to participants and can be applied directly in the training. Therefore, our design philosophy is to customize our core programs using our effective and efficient proprietary customizing process and tools. We incorporate participants’ real-world challenges, and processes into developing cases and exercises.

“Learning by doing with clear examples” training methodology to support behaviour change through highly interactive activities. Using our customized cases and exercises, we ensure that participants apply the skills and strategies learned and receive intensive coaching and feedback. We utilize role plays, drills, in-the-action feedback, and other application techniques. 

“Activities” we supplement learning with action, including strategies such as small group discussion, drills, flip chart development to capture participant opinions and ideas, and limited PowerPoint slides.

Who should attend the course?

• Any person who deals with customers on a daily basis face-to-face
• Those who use telephone for sales and service advisers
• Those who work as helpdesk operators
• People who are responsible for responding to emails and correspondence across all levels of business

Trainer’s Profile
Meak Sopha is an experienced trainer and speaker who demonstrate enthusiasm, energy and passion as well as subject expertise. Sopha's passion and specialism is in designing and delivering soft skills training courses and he would be delighted to help you and your staffs learn the techniques, knowledge and actionable strategies to get the results that you are looking for. Prior to joining our institution, he has conducted number successful training courses, including with a major Bank, a Telecoms Company, and a 5-Star Hotel. Sopha is also an independent training consultant for many prestigious training agencies as an expert in the field of professional development, customer service, communication, complaint handling and other basic trainings.

What does the training course will be included?

• 1 lunch and 2 refreshments
• group photo session
• training material
• certificate awarded by ACE

Training Fee: US$ 59 per person

• 7% discount for the first ten early birds before 15th October 2013
• 5% discount for group of 2 or more people from the same company
• 5% discount for ACE Alumni

Registration

Location:     Attitude Centre for Education: #144EF, St. 143, BKK III, ChamkarMorn, PP

Tel:              092 142 606 / 023 63 22 093

E-mail:         attitudeeducation@gmail.com

Website:      www.attitudeeducation.com

Deadline:     October 24, 2013
Only 30 seats are available per training