Complain is gift - Win Your Customer's Heart and Ensure Repeat Business
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Related Keywords:
Customer Satisfaction, Customer Services, Customer Oriented
Hits : 184
Date added: 2.2.2008
Last Update : 2008-02-24 06:46:26
Rating : 
Registration :
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Event Code:
SP-01 |
| Delivered as:
Public |
| Difficulty Level:
All comers |
| Language:
Bahasa |
| Duration:
1/2 day |
| Pricing:
Rp. 1250.000 |
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| Public Schedule |
Start:
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End:
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Venue:
BALLROOM GRAND MELIA HOTEL |
Address:
Jl. H.R. Rasuna Said Kav. X-0 Kuningan - Jakarta 12950 |
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Event Description:
Organizations can lost many customers when complaints are not handled well, resulting in anger, unnecessary conflicts and even sabotage which can endanger the public image of the organization.
While complaints are rarely pleasant, they often carry a positive intention. Complaint is a Gift, is a challenging principle that we’re going to discuss and celebrate in this seminar
These tree practitioners will take you on a journey to once again see the gift behind a complain, the gift in our selves and the gift of finding success in handling complaints |
Objectives:
What You Will Cover in This Seminar
- Learn the proven techniques used by successful service practitioners in turning angry customer to happy and loyal customers by understanding “Secret Languange” of complaint
- Learn practical and the most effective tips to remain stress free when faced with a complaint that will give you the ability to control your self and maintain raport with customers
- Learn the winning end-to end techniques in managing customer complaint
- Understand the importance of the lifetime value of a customers
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Who Should Attend?
Staff who deal with customers on a daily basis face to face, Telephone sales and service advisers , Customer care teams , Helpdesk operators , Staff who are responsible for responding to emails and correspondance |
General Outline:
- Why Do Customers Complain
- Handling Yourself before Handling a Complaint
- Dealing with Complaints
- Panel Discussion / Q&A
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| Tools & Method:
Lecturing & Discussion |
Detail Outline:
- 08.30 am Registration
09.00 am Why do Customer Complain? - The love behind a complaint.
A complaint vs the complainant. - What is the total cost of losing a customer?
- What is “TACT”? How does it resolve a complaint?
- The KEY turning a complaint into a loyal customer
Speaker : Enny Hardjanto - 10.30 am Morning Coffee Break
- 11.00 am Handling Yourself before Handling a Complaint
- Staying calm by making a distinction between self and task.
- How to really put yourself in the “complainant’s shoes”.
- How to build instant rapport through body language and voice.
- Recipe of positive verbal language to open dialogue.
- The most effective way to show empathy.
- Practical techniques to remain stress-free when faced with a complaint.
Speaker : Dr. Sonny Y. Soeharso, SE, MM, Psi - 12.30 pm Lunch
- 01.30 pm Dealing With Complaints
- How to manage your customers through complaint
- handling and service recovery process.
- Techniques on prioritizing customers’ complaints.
- The key steps in responding to a complaint.
- Developing a chronology of a complaint.
- Reviewing complaints resolution report.
Speaker : Wardhani Soedjono |
| Speaker (s):
SERVICE PRACTITIONERS |
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Enny Hardjanto -
One of the Secret of Service creators. -
Has an in-depth experience in banking industry and service leadership as a practitioner (30 years of working experience in various multinational companies) -
Has been a public speaker and facilitator in various subjects, e.g. Service Excellence, Customer Satisfaction, Direct Marketing, Leadership, Marketing, etc. -
Last Position: Partner Dunamis Organization Service.
Wardhani Soedjono -
One of the Secret of Service creators -
Has an in-depth experience in banking industry and service leadership as a practitioner (30 years of working experience in various multinational companies). -
Has been a public speaker and facilitator in various subjects, e.g. Service Excellence, Customer Satisfaction, Direct Marketing, Malcolm Baldrige Quality Program, Contact Center Management, Competency Based Human Resource Management, etc. -
Certification: IBM’s Quality Assessor and Benchmarking Coordinator (1993); COPC Registered Coordinator (2005). -
Last Position: Vice President, Service Delivery and Contact Management, P.T. Excelcomindo Pratama, Tbk.
Dr. Sonny Y. Soeharso, SE, MM, Psi -
The Dean at Faculty of Psychology, Pancasila University, Jakarta. -
Managing Partner - SJS Consulting, Jakarta. -
Has an in-depth experience in banking industry and human resources development as practitioner (20 years of working experience in various multinational companies). -
Has been a public speaker and facilitator in various subjects, e.g. Industrial Relation Management, Stress Management, Leadership Development & Corporate Culture, Organizational Development and Strategic Management. -
Last Position: Associate Director at ARC Worldwide Indonesia, specialist in Corporate Culture & Leadership Development Consulting.
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| Event Provider: |
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Service Leadership |
| About this Training Provider: |
| Contact: |
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Contact Person: Avis (Warta Training) |
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Hotline: 021-7111-77-30 |
Phone: 021-71117730 |
Fax: 0251-551727 |
This e-mail address is being protected from spam bots, you need JavaScript enabled to view it
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Website |
| Address: |
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Jl. Padang I Blok D1 No. 24 Pura Arista Bojong Gede, , ,
Bogor
Jawa Barat,
Indonesia
16320 |
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