Best Practices in Complaints Management



Training investment is inclusive of an e-certificate and a printed learning material

P 4,880.00 / person - when you register and pay on or before October 27

P 5,880.00 / person - Regular Rate

*Optional:
Add P450 for a printed copy of a certificate of attendance inclusive of delivery charge


WEDNESDAY & THURSDAY, NOVEMBER 27 & 28, 2024 * 1:30PM TO 4:45PM VIA ZOOM


Customer complaint handling skills are among the most valuable skill sets for any employee who deals with customers. The manner in which your employees deal with customers or clients is a huge factor in your ability to retain those business relationships. Good customer complaint handling translates directly to your bottom line - happy customers will remain and return.

When a proper and effective complaint handling mechanism is in place, you will positively enhance your interaction with customers or clients. In addition, you will also have a positive impact on the morale of your employees.

This two-session webinar training aims to instill the art of customer complaint handling and to build customer loyalty to your business. This Best Practices training program is aligned with ISO 10002 series of 2018 on Quality Management and Customer Satisfaction Guidelines in Handling Complaints in Organizations.



COURSE DIRECTOR & INTERNATIONAL MASTER TRAINER



Kama Neson Ganeson, PMP, CORS, CSAP, CLA-BCMS, CLA-ISMS, CCP, PMI-RMP



He is a Malaysia-based Master Trainer for various management systems including ISO 9001, 14001, 18001, 22301, 31000, 20000, TS16949, 27001. He has rolled out many customer management and international quality training programs in Vietnam, Malaysia and the Philippines both for the public and private sectors with brand names such as AMEX, Sitel, Toshiba, Fujitsu, McDonalds, Jollibee, BDO, SM, Metrobank, Cebu Pacific, SSS, Philhealth and many more.

He recently retired as Vice President, Head of Total Quality Management, and Chief Risk Officer of Megawide Corporation. In his 4-year stint with the organization, he was also the designated Coach and Master Trainer on various training programs for all front-line directors and project managers.

Who Should Attend?


  • All Entrepreneurs
  • All officers of an Organization
  • 3rd Party Account Managers
  • Customer Relations Managers
  • Service Managers
  • Service Supervisors
  • Trainers & Consultants
  • All frontliners
  • Anyone interested in the topic
Course Outline


Learning Objectives

At the end of the training, participants are expected to:
     - Understand what a complaint is and why people complain.
     - Know what drives complaints in your 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.

Target Audience
     - All Officers of an Organization
     - Customer Service Managers and Decision-Makers
     - Front Line Leaders, Managers, Supervisors and Employees
     - 3rd Party Account Managers

Program Structure and Outline

The Program is delivered using a combination of instructor-led lectures, case study and exercises on practical implementation of the concepts discussed within the training. The topics presented below define the areas of focus under the program:

OVERIVEW OF CUSTOMER RELATIONSHIP MANAGEMENT
     - What is CRM?
     - Why do businesses need CRM?
     - Supplier - Organization - Customer Focus
     - CRM drive to be Proactive (FWD Brand Value)

THE ANATOMY OF COMPLAINTS
     - What is a complaint?
     - Why do customers complaint?
     - Typical insurance related complaints

COMPLAINTS MANAGEMENT FRAMEWORK

Module 1: Detection and Analysis
     - How to detect/ identify a complaint?
     - Classification Level of a Complaint
     - Complaints Analysis (Understanding the Complaint)

Module 2: Analysis of Causes
     - Root Cause Identification (Root cause tools)

Module 3: Complaints Resolution
     - Responding to a complainant with solutions
     - Effective presentation of the solution
     - Communication Ethics
     - Drafting the response (written complaint)
     - Business Writing skills

EFFECTIVE CUSTOMER COMPLAINT FEEDBACK

Module 1:
     - Handling customer objections
     - Tips on handling & over coming objections
     - Effective negotiation skills

Module 2: Turning Complaints to Compliments
     - Recovering a dissatisfied customer
     - Using complaints as opportunities
     - Using Customer feedback process



Attendees from the government are exempted from the P2,000.00 limit set by COA for attending training provided by the private sector based on Department of Budget and Management Circular No. 563 dated April 22, 2016.

Attending this training is not covered by Philippine Procurement Law or RA 9184 based on its Revised IRR’s Section 4.5-b. which classifies training continuing education, conferences and similar activities as "non-procurement activities that shall be governed by applicable COA, CSC, and DBM rules".
RELATED SEMINARS
Contact Details

Contact Person: Elisha Afloro
Mobile Number 09399148689
Telefax: (+632) 8842-7148 or 59
Email: elisha_cgbp@yahoo.com

Account Name: Center for Global Best Practices Foundation, Inc.

Metrobank: 495-3-495-504-418
Unionbank: 0013-3002-7702
PNB: 1477-7000-0961
Landbank: 3832-1015-82

Address

Unit 905 Richville Corporate Tower
1107 Alabang-Zapote Road
Madrigal Business Park
Muntinlupa City, 1780, Philippines

Contact Us

(+63 2) 8556-8968 (+63 2) 8556-8969 (+63 2) 8842-7148 (+63 2) 8425-9752 (+63 2) 8842-7159 cgbp.info@gmail.com

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