Quality Dynamics Consultancy Sdn Bhd presents

Feb 24 - 25, 2016 (9am - 5pm) at Holiday Inn Kuala Lumpur Glenmarie

Customer Complaint Handling for Positive Outcome

(by Ms. Hamidah Hashim )

objectives

At the end of the programme, participants will be able to:-

1.  Develop a service mindset and attitude
2.  Display professionalism when dealing with irate customers or facing
     difficult situations
3.  Ask the right questions, listen and deal with complaints more effectively
4.  Apply the right tools and techniques to solve problems quickly to the
     benefit of both parties
5.  Apply step-by-step service recovery process and conduct a complaint investigation
6.  Speak with confidence and express themselves better

program content

This program is designed for participants to explore their responsibilities within their role as customer service executives and front-line representatives of their organization.

Among the issues covered will be:-

1.  Personal Mastery
       -  key employee skills
       -  shaping your attitude
       -  building a service mindset

2.  Building instant rapport
       -  identifying your personality type
       -  recognizing the customer’s style/ behavior
       -  understand how each personality reacts to tension

3.  Complaint Management System
       -  step-by-step process to guide your actions
       -  understand customers’ emotional escalation
       -  suggestions for building your credibility
       -  rules to protect yourself from making situations worse

4.  Service Communication Skills
       -  listening effectively and using open-ended questions
       -  suggested sentences/phrases to use
       -  suggested recovery scripts and the rationale
       -  voice quality and its impact

5.  Managing your Emotions
       -  basic competencies in developing EQ
       -  employees’ desired behaviours during difficult situations

6.  Creativity and Problem-solving skills
       -  "outside-the-box" thinking
       -  negotiation skills

7.  Complaint Investigation strategy
       -  primary tasks of the ‘investigator’
       -  6-step process for conducting complaint investigation
       -  report and recommendations?


methodology

A highly interactive and practical session combining the following methodologies;
-    stimulating lectures
-    group discussions
-    role-plays
-    film discussion
-    case studies
-    self-assessments and individual exercise
-    creativity games to stimulate problem-solving skills

who must attend

All executives and those with service management responsibilities.

investment fee / early bird by 10/02/2016

Standard: RM 1,495.00 / RM1,395.00 per participant

Group discount: RM1,395.00 / RM1,295.00 per participant for a minimum of 2 participants from the same company

(Fee inclusive of Refreshment, Buffet Lunch, Training Bag, Handouts,  & Certificate of Completion)

registration & payment


PROGRAMS ARE CLAIMABLE UNDER SBL SCHEME

Please register online through www.qdc.com.my or call 03-78054587 / 03-78044196. Our phone line operation hours are from 8:30am to 6:00pm from Monday to Friday.

All registration MUST be accompanied with PAYMENT.

Completed registration form with CHEQUES should be made in favor of "Quality Dynamics Consultancy Sdn Bhd" and sent to:

(FEE PAID IS NOT REFUNDABLE but replacement may be made at no additional cost. Quality Dynamics Consultancy Sdn Bhd reserves the right to cancel or reschedule the above course and shall inform participants of the changes)

COURSE FACILITATOR - MS. HAMIDAH HASHIM

Ms. Hamidah has been a corporate training consultant since 1993. She has a unique background in management, finance and banking.  The past eighteen years she has conducted training in management development, communication and entrepreneurial development.

Ms. Hamidah 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 programme "Loyalty Management" in Oslo, Norway.  Hamidah is also a PSMB-recognised trainer.

Her training experience includes conducting numerous public seminars in  Communication, Corporate Image and Customer Service.  Some other organisations which have benefited her in-house training are; HSBC, IBM, Panasonic, Sunway Group, CIMB, Monash University, Air Asia, Kuwait Finance House, Asian Finance Bank, Securities Commission, Telekom, TNB, TNT, Proton Edar, Naza Motors, PETRONAS, Khazanah Nasional,  Istana Budaya and Kementerian Pembangunan Brunei Darussalam.

Ms. Hamidah’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 colour consultant.

Her other training experience includes;  being  an active volunteer and was a board member with AFS/ABM International & Intercultural programmes 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.

Her fun and engaging training style has earned her excellent feedback from participants.