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    Event Profile
    Class/
    Online
    Classroom
    Date September 11, 2017
    Time 9:00am to 5:00pm
    Venue Mandarin Orchard Singapore
    333 Orchard Road
    Singapore 238867
    Fee
    7% GST will apply
    SGD 490.00
    3 & above: SGD460.00 each
    For Member
    SGD 465.5
    3 & above: SGD437 each
    NoteTwo tea breaks and buffet lunch will be served. Limited complimentary car parking coupons are available upon request.
    Trainer
    Activity
    Customer Complaint is an expression of dissatisfaction of a product or service either orally or in writing. A customer may have a cause for complaint, although some may view as misunderstanding or unreasonable expectation of a product or service. Complaints that are not properly handled may result in losing the customer and/or customer loyalty, which reflects badly on the brand name and image of the company.

    It is only natural for people to complain. Every day we are faced with a lot of reasons to complain: it is too hot, it is too cold, they are not satisfied with the product or service; the product is poor, the product is defective, the service is bad, they should not be doing this; they should be doing that, etc. Having the occasional complaint is fine, but to expect life without complaint is somewhat unrealistic.

    Responding to complaints is one of the most challenging and difficult tasks. You have to be cool, rational and positive when faced with a customer, who might be furious and insulting. When customers take the time to complain, they are doing you a favour. They help you to identify services or procedures that need improvement. Second, by voicing their problem and dissatisfaction, they give you a chance to resolve the problem. This opportunity of solving the customer's problem is a great way to develop and strengthen your relationship with them.
    Objective
    Upon completion of the training, you will be able to:
    • Develop people skills; manage emotions and events in a positive pro-active manner.
    • Using DISC Profile analysis to discover personality styles and predict more accurately the behaviour of customers.
    • Learn the skills on how to turn around tough people and situations with tact.
    • Bringing out the best in all kinds of people and discouraging behaviour which impedes performance.
    • Ability to handle customer complaints confidently and efficiently.
    • Understanding the approaches and applying basic guidelines to resolve customer complaints.
    • Learn to appreciate customers' feedback and complaints, and convert them into positive business opportunities.
    Outline
    Manage, train and motivate Customer Service Staff/ Representatives to deal with difficult customers. No one likes dealing with difficult customers - the reason is because difficult customers usually have bad experience getting what they want from the vendors. If your staff can master the skills and turn difficult customers into a loyal customer base, it would definitely help in your business.
    • Using DISC Profile analysis to discover personality styles and predict more accurately the behaviour of customers.
    • How to develop people skills; manage emotions and events in a positive pro-active manner.
    • Discover personality styles and to be able to predict more accurately the behavior of customers.
    • Learn the skills on how to turn around tough people and situations with tact.
    • Bringing out the best in all kinds of people and discouraging behavior which impedes performance.
    • Ability to handle customer complaints confidently and efficiently.
    • Understanding the approaches and applying basic guidelines to resolve customer complaints.
    • Learn to appreciate customers’ feedback and complaints.
    • Managing customer complaints and turning them into opportunities.
    Who should attend
    It is targeted for Service Managers, Supervisors, Frontline Service Staffs and other Service Professionals
    Methodology
    Lectures, group interaction, discussions and individual critique and feedback.
    Patrick Lum's Profile
    A seasoned service quality professional, having worked in Singapore Airlines (SIA) for 35 years. He had extensive hands-on experience in dealing with customer service, cabin operations and management issues. In his highly satisfying career with SIA, he shouldered responsibilities in various supervisory and management capacities.

    After retiring from SIA, he had designed and facilitated training programmes as a Consultant and Trainer, conducted training workshops focusing on Customer Service Skills, Team Building, Leadership, Supervisory and Management Skills and Interpersonal and Communications Skills to Multi-National Corporations, Small and Medium-sized Enterprises, Business Associations, Training Institutions and Schools, in Singapore as well as countries in the region.

    A passionate and dynamic trainer, he believes that training is an important learning process where skills, knowledge and attitudes relate to useful competencies and professional development. With his wealth of experience and dedication to the training profession, his goal is to transfer the unique brand of SIA service, the undisputed leader in service excellence which even other airlines talk about, to organisations that are keen to improve their level of customer service.

    He holds a Master in Business Administration (Hospitality Management) and he is a certified WSQ Trainer with full Advanced Certificate in Training and Assessment (ACTA).
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