knowing that if there is ever a problem, they will be met with quality service and the issue will be resolved quickly and strengthens the relationship and builds trust with the customer!!!
Intensive Workshop on May 17th, 2019
For any business to maintain a good reputation and generate loyal customers, handling complaints effectively is very crucial. This Customer Complaint Handling looks at how to handle customer complaints effectively, ensuring the relationship with the customer stays intact.
Knowing what drives complaints in the first place is a great way to reduce the overall amount of complaints a business will get. In this Customer Complaint Handling we look at how to be pro-active in reducing the complaints a business will receive.
Knowing what drives complaints, how to pro-actively reduce complaints and how to deal effectively with them when they do happen is all in our Customer Complaint Handling training course. Complaints are a fantastic source of continuous improvement, innovation and growth of the business / organization.
Complaints can be very costly, time consuming and stressful for those dealing with the issue however, with effective complaint management, complaints can be an opportunity to improve your service and even generate more income. Customers who feel listened too and have their problems solved can be incredible advocates and often become loyal customers who continue to buy your services or products.
This workshop is aimed particularly at front line staff, to enhance their knowledge and skills enabling them to deal with complaints in a productive and proactive manner. It provides an insight into the requirements and processes involved in customer complaint handling including interpersonal skills, which empower staff to negotiate and resolve a complaint with confidence. When handled effectively customer complaints can be a win – win for all parties.
This Customer Complaint Handling aims to help businesses increase customer loyalty and retention by providing the skills and knowledge needed to deal with customer complaints effectively. Best suited for front-line staff, it provides the tools, knowledge and fundamental skills to effectively handle, respond and resolve customer complaints whilst providing insight into reducing the overall number of complaints in the workplace.
By the end of the session, attendees will
• Understand what a complaint is and why people complain.
• Know what drives complaints in their individual organization .
• Understand the skills and approaches needed to deal with customer complaints.
• Be more pro-active in identifying and fixing the things that cause complaints.
• Have a process to follow when dealing with a dissatisfied customer.
Loyal customers who re-use and become advocates for your brand
Less paid out in refunds or compensation
Happier and more motivated staff
Overall less complaint
WHO SHOULD ATTEND?
Anyone in a customer facing role (face to face and telephone) who deals with complaints.
Thanaphat Tammakanyakoon (TK)
Lecturer in Sales, Marketing and Services
Chief Executive Officer of Skin Concept (Skin Care Product)
Chief Executive Officer of OMC (Thailand)
Managing Director of the Master Training Thailand
Sales and Marketing Advisor at Sister Spring Clinic and Bangkok Clinic Revolution
2015 - Present North Bangkok University, Thailand Ph.D. Candidate Management Program
2013 - 2015 Stamford International University, Thailand Master of Business
Administrator (MBA) in Marketing
2007 - 2009 Edith Cowan University, Australia Business Development Certificate Program Marketing Management
2004 - 2007 Suan Dusit University, Thailand Bachelor of Public Relations
United Overseas Bank - Business Development Manager (Privilege Banking)
Citibank N.A - Personal Banker Manager
Asia Plus Securuties - Business Development Manager, Wealth Management
Siam Commercial Bank (SCB) - Personal Banker
Thanaphat Tammakanyakoon (TK) will be your advisor and will recommend everyone to improve your charming image and personality. He is experienced in services, sales, hosting and lecturing more than 12 years. He is also the Image Coach, Professional Image Advisor and is currently studying for a PhD and working on a research project on ‘the influencing factors on the behavior in the emotional expression of Thai adolescents’.
More information, please contact +662 117 3383, +662 050 8151 or email, please Click.