Training Handling Customer Complaint
PELATIHAN HANDLING CUSTOMER COMPLAINT
Daftar ISI
Training Handling Customer Complaint
Training Handling Customer Complaint
Deskripsi Training Handling Customer Complaint
Customer Satisfaction is the ultimate goal in excellent service to customers. Improving the service quality should be continuously pursued by all employees. Handling customer complaint is one factor to increase customer satisfaction. To develop an oriented customer satisfaction organization, handling customer complaint skill become a very important skill for its person. This training will discuss about skills, techniques and methods in handling customer complaints effectively.
Tujuan Pelatihan Handling Customer Complaint
Participants will able to understand the systems and procedures in handling complaints, positive mindset in dealing with customer complaints, understanding actions in dealing with customer complaints and evaluate and improve the complaints handling system.
Materi Training Handling Customer Complaint
1. Recognize Customer Expectations and Emotions:
* Differences emotional and rational needs of customers
* The stages of customer’s emotions
* The types of challenging customers
2. Understanding of Complaint:
* Understanding and benefits of complaints
* When complaints occur and where
* Complaints and customer attitudes
* The impact of the failure to deal with complaints
3. Recognizing Causes of Complaint
4. Steps in Handling Complaint
* Reduce the negative emotions
* Listening reflectively
* Demonstrate empathy with selection a positive sentence
* Taking action settlement of complaints, including how to say ‘no’ positively
* Close interaction positively
* Follow-up, ensure customer satisfaction and leave a pleasant impression.
5. Customer Handling Complaints System
* Welcoming complaints
* Make it easy for customers to complaint
* Handling complaints quickly
* Designing policies and handling compliant prosedures that support to completion the complaint quickly and efficiently
* Coach and empower the staff
* Record the customer complaints
* Communicate all of information about complaints
6. Communication & Interpersonal Skill dealing with complaints
7. Case studies
Peserta Pelatihan Handling Customer Complaint
All employees associated with the service to the customer.
Metode Training Handling Customer Complaint
Presentation, Discussion, Brainstorming, Case Study, Evaluation
Instruktur Pelatihan Handling Customer Complaint
Dra. MC Maryati, MM
Jadwal Pelatihan Jogja Media Training 2026 :
Batch 1 : 03 – 04 Januari 2026 | 16 – 17 Januari 2026
Batch 2 : 06 – 07 Februari 2026 | 20 – 21 Februari 2026
Batch 3 : 05 – 06 Maret 2026 | 19 – 20 Maret 2026
Batch 4 : 03 – 04 April 2026 | 23 – 24 April 2026
Batch 5 : 07 – 08 Mei 2026 | 21 – 22 Mei 2026
Batch 6 : 05 – 06 Juni 2026 | 25 – 26 Juni 2026
Jadwal Training Jogja Media
Catatan : Jadwal tersebut dapat disesuaikan dengan kebutuhan calon peserta
Lokasi Pelatihan :
- Yogyakarta, Hotel Dafam Malioboro
- Jakarta, Hotel Amaris Tendean
- Bandung, Hotel Golden Flower
- Bali, Hotel Ibis Kuta
- Online Daring, Zoom, Google Meet, Teamlink
Investasi Pelatihan Tahun 2023 – 2022 ini :
- Investasi pelatihan selama tiga hari tersebut menyesuaikan dengan jumlah peserta (on call). *Please feel free to contact us.
- Apabila perusahaan membutuhkan paket in house training, anggaran investasi pelatihan dapat menyesuaikan dengan anggaran perusahaan.
Fasilitas Training :
- FREE Airport pickup service (Gratis Antar jemput Hotel/Bandara/Stasiun/Terminal)
- Module / Handout
- FREE Flashdisk
- Sertifikat
- FREE Bag or bagpackers (Tas Training)
- Training Kit (Dokumentasi photo, Blocknote, ATK, etc)
- 2xCoffe Break & 1 Lunch, Dinner
- FREE Souvenir Exclusive
- Training room full AC and Multimedia
