Effective Customer Complaint Investigation Techniques
16th Apr 2010,The Summit Hotel,Subang Jaya
Dear Friend,
As you might aware, when a customer has a complaint, it is an opportunity to solidify your relationship. However, poor handling of customer complaint could jeopardize your relationship with the customer, and worse, it could tarnish your organization reputation.
It's not easy to satisfy complaining customer nowadays. They are more educated, demanding and aware of the availability of goods and services in the market. They could switch to other alternative supply easily when they need to. Therefore, a systematic and practical approach would need to be in place to assure their "voices" are heard and improvements are done accordingly. Your consistency of providing excellent service would be the driving force to keep customers with you.
What is this workshop about?
This workshop is designed to explore the key elements involved in investigating a customer complaint towards identifying appropriate corrective actions in order to strengthen effective long term customer-supplier relationship. At the end of this workshop, you will be able to understand the needs and desires of the customer and place these needs at the heart of the business by integrating them with the organization's strategy, people, business processes and technology.
The 4 Important Lessons you will learn during this 2-Day workshop
Lesson 1: Who is a 'Customer' and their importance
- Who is a customer?
- What is customer satisfaction?
- Importance of customer satisfaction
- Benefits of customer satisfaction
- The 3 post purchase actions
- The cost of not meeting customer requirements
- Developing customer service standards
- Steps to remember when dealing with customer problems
- Building a customer complaint handling system
Lesson 2: Investigating Customer Complaints
- What is customer complaint investigation?
- The aim of investigation
- Benefits of investigation
- Who should investigate?
- Understanding contributing factors to a complaint
Lesson 3: Procedures for Investigating Customer Complaints
- Gather information as soon as possible
- Gathering evidence
- Interviewing all relevant people involved
- Isolate contributory factors
- Determining what happened
- Collecting data
- Analyzing data
- Identifying corrective actions
- Submitting reports
Lesson 4: Post Investigative Actions
- Make necessary changes
- Communicate with customers
- Communicate with employees concerned
- Assess the damage from the crisis
- Assess the crisis and your response
Why should you attend this workshop?
You will learn the 7 essentials skills to maximize your organization edge.
You will learn how to:
- State the differences between good and poor service from customer's perspective
- Apply investigative procedures
- Identify complaint management procedures
- Describe how companies can deal proactively with complaints and implement recovery systems
- Understand the benefits of the investigation
- Identify effective investigation strategies for better customer-supplier relationship
- Investigate complaints for better decision making.
What others have to say after they have attended Thanabalan workshop
“Benefit to apply in working environment”
Khairul Rozee b. Mohamad, Panasonic AVC Networks KL Malaysia Sdn Bhd
“Learn new ideas that could help to improve myself”
Edwin Charles Balakrishnan, Performance Additive
“Overall is interesting as the instructor showing a lot of time events based on his experience”
Noor Azam Din, Proton Holdings Tanjung Malim Sdn Bhd
“Informative sessions by having examples discussed and shared during the sessions”
Richi Lim, Assembly Services Sdn Bhd
“Mr. Thanabalan has vast experience and able to share his experience and knowledge with everyone”
Chong Kem Fatt, Onkyo Asia Electronics Sdn Bhd
Course Leader
Mr Thanabalan has extensive experience in the field of operations performance improvement particularly in various manufacturing and services industries. He is not only an excellent and resourceful trainer; he is also skilled in management and leadership of organizations. He graduated with a Honours degree in Management and Biochemistry from University of Science Malaysia in 1987. He also has an MBA from University Kebangsaan Malaysia, majoring in General Management.
Mr. Thanabalan has been in training and consultancy industry since 1996. He also lectures in University of Malaya and University of Technology Malaysia on a part-time basis as a visiting lecturer. To date he has conducted many public and in-house trainings in many business areas for government organizations and private sector.
Participants receive enhance benefits and impactful results from his training programs because of his vast industrial exposure in various areas. He empowers people to increase their limits, level of commitment, higher level of performance of the individual, team and the organization in achieving organizational goals.
Who Should Attend
Manager, executives, team-leaders, supervisors vested in the area of complaints investigation, customer service, quality assurance and sales & marketing.
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 550.00 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 5%. 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 it 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 would 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
