Handling Customer Satisfaction and Dissatisfaction Effectively
8th-9th July 2009, Legend Hotel Kuala Lumpur
Dear Friend,
CUSTOMERS PAY OUR SALARY!
This statement is so true. Whether we like it or not, we have to learn how to deal with our customers correctly and effectively.
What do your customers want? The answer need not to be a mystery. Customer complaint is a gauge of customer dissatisfaction while satisfaction also needs to be measured. However, you may know that many of us do not have a proper customer management system to reach out to our customer. And you might also aware that some of us still struggling even with a sophisticated system.
So what would be the best practices in dealing with your customer?
How should you deal with your customer when complaint arises?
Do you need to measure every single data to obtain the root of your customer complaints?
If not, what should you measure and how details do you need?
If you are not satisfied with your ability to achieve a high level of customer satisfaction, you might want to have a look at this program, because it might just be the one you need.
So what is this workshop about?
This is a specially designed program that in hope to assist you to handle your customer satisfaction and dissatisfaction effectively. You will be provided with tools and methodologies to manage your customer satisfaction and dissatisfaction effectively and provide objective evidence for your Quality Management System as well as to continuously improve your customer relationship.
The 8 Important Lessons you will learn during this 2-Day workshop
Lesson 1: What is customer satisfaction?
- Understand the importance of customer satisfaction
- Understand the cost of customer dissatisfaction
- Understand ISO 9001 Customer Focus
Lesson 2: Listen to the voice of your customer
- What does it mean?
- How can you achieve it?
- How does your organization measure up?
Lesson 3: The 4 crucial areas you should focus on
- Focus on your customer
- Focus on your customer complaint
- Focus on your process improvement
- Focus on improving quality, not dealing with symptoms
Lesson 4: How to satisfy your customer?
- Ways to encourage your customer to complaint
- Seeking ideas to delight your customer
- Understand your customer expectations
- How to manage your customer expectations?
- Knowing the art of saying “No”?
- Keeping the human touch
- How does your organization measure up?
Lesson 5: The complaint handling process
- Really knowing your processes
- The use of your customer and employee input in designing the processes
- The use of technology in supporting and improving the complaint process
- The practice of continuous process improvement
Lesson 6: The steps and techniques to handle your customer complaint
- Identifying your customer complaint
- Checking of the validity of your customer complaint
- Analysing your customer complaint
- Understand and integrate PDCA to complaint management
- Identifying the root cause
- Formulate and implement short term and long term solution
- Feedback to your customer
- Monitoring and verification
Lesson 7: Addressing the “Silent majority”?
- How to solicit complaint?
- Conducting survey
- Keeping the necessary records
- Your salesperson to carry out the “checks“?
Module 8: Benchmarking with the best customer complaint handling practices.
- Case study of some of the well known organization in the world
Why should you attend this workshop?
You will learn the 6 essential skills that will enable you to understand the requirement to maintain your customer satisfaction.
You will learn how to:
- Demonstrate ISO 9001 requirement on customer satisfaction and dissatisfaction to your team or superior
- Analyze your customer satisfaction and dissatisfaction effectively
- Reply and handle customer complaint properly to avoid loss of customer
- Use the customer complaint finding to further improve products or organization quality
- Attract the “silent majority” to provide feedback for continuous improvement
- tructure an effective customer management system for long term success
What others have to say after they have attended this workshop
“It's so pleasure to gain knowledge from this course. Keep it up”
Norazlin Othman, Negeri Sembilan Cement Industries Sdn Bhd
“Overall is good. Presentation is clear and easy to understand”
Wong Seen Nin, MFS Technology (M) Sdn Bhd
“Great to gain knowledge on how to satisfy our customer”
Karlven Teng Kok Chin, UPM Raflatac (M) Sdn Bhd
“This course is great”
Rahimie Md. Tahar, UPM Raflatac (M) Sdn Bhd
Course Leader
Flora Anthonysamy is not new in the area of training and consultancy having held various positions as General Manager and Senior Partner of a reknown consulting firm in Malaysia. She has also had many years of experience as Group QA and Regional TQM Manager in the manufacturing sector and has been instrumental in effectively managing business process improvements in complex organizations. She has successfully developed and implemented numerous Total Quality Management (TQM), Quality Management System (ISO 9000), Environmental Management System (ISO 14001) and Occupational Safety and Health Assessment Series (OSHAS 18001) in multinational corporations. As Flora frequently works directly with Chief Executive Officers, middle management and operational staff, she has a diversification of skills ranging from Global Strategy to micro applications such as Multi-Level Management.
Flora was a Certification Auditor with SIRIM and holds a Bachelor of Science in Chemistry. She is also a Certified Lead Assessor and was trained by Oliver Wight in World Class Manufacturing Practices and INSEAD on Lean Manufacturing System. She was appointed Worldwide QA Coordinator and was responsible for introducing Total Quality Management to plants in France, Mexico, Brazil, Sri Lanka and the United Kingdom.
Flora has extensive experience in providing management system implementation support for companies striving to enhance their business effectiveness. With her knowledge and experience, her customers gain the ability to incorporate the standard's requirements while enhancing their management systems without losing their individual corporate identities. Her strengths lie in her proven ability to work throughout diverse organizations establishing management systems that significantly improve process effectiveness and organizational results. Her work has achieved colossal business improvement by way of initiating and encouraging major system and cultural change.
Who Should Attend: Quality Management Representatives, Quality / Customer Service managers, executives, engineers, team-leaders, supervisors and any other managers who are tasked to handle customer and complaint.
Workshop Size: Registration is strictly to the first 25 people. This cannot be altered. If the past is any indication of the future, spaces fill up very quickly. If you are interested in attending, call us now or download the registration form here and fax it back to us at ++6 03 40235716.
HRDF Claimable: This workshop is claimable under the HRDF SBL Scheme. Checks with your department to make sure you are eligible.
Tax Deductibility: In all likelihood this seminar is tax deductible. Check with your accountant to be sure.
Workshop Investment $$: RM 1690.00 per delegates. This includes all workshop materials. Lunch will be provided.
Early Bird Offer!!
If you register yourself EARLY, you will enjoy a discount of RM100.00. For more information, please refer to the registration form here.
Group Discount!!!
If you register in group of 3 persons or more, you will enjoy additional 5% discount, and if your group are 5 persons or more, you will get a much greater discount of 7%, and 10% discount shall be entitled for group of 8 persons or more. So get your friend or colleagues to register with you!
100% Satisfaction Guaranteed
We understand that some of you don't know us. That is why we make this workshop a 100% satisfaction guaranteed. If for any reason whatsoever you don't feel like you have received more than your money worth by lunch break, simply hand in your materials for a complete 100% refund. No weasel clauses, no hassles, no questions asked. We won't lie, as rarely we have to make refund to our participants; however is our integrity which makes our business successful.
If you like what you have gone through so far, you may register yourself by downloading the full brochure here , and fax the registration form back to us at ++6 03 40235716. And if you happen to have some friends or colleagues who are looking for ways to improve their customer satisfaction, please forward this link to them.
Yours Sincerely,
PQMSeminar.com
Tel: ++6 03 40216000
Fax: ++6 03 40235716
Email: pqms@pqmseminar.com
P.S. Hundreds of people have been exposed to this material and felt it was the valuable information that have help them to increase their customer satisfaction. Find out for yourself with absolutely no risk. If you don't agree, you don't pay.
