Quality Dynamics Consultancy Sdn Bhd presents

Feb 22 - 23, 2017 (9am - 5pm) at Holiday Inn Kuala Lumpur Glenmarie

Handling Difficult Customers & Complaints Effectively

(by Mr. Cheong Kwai Fong )

objectives

At the end of the programme, participants will be able to:
1.  Appreciate the business and personal consequences of customer satisfaction
2.  Recognise  the roles and functions of a customer service provider.
3.  Identify  the service performance gap and the courses of action to be taken for
     improvement.
4.  Understand the wants and needs of internal and external customers.
5.  Acquire techniques in handling difficult customers and situations with self-
     confidence.
6.  Managing complaints and rejections
7.  Appreciate the power of teamwork.
8.  Commit an attainable action plan at the work place.

program content

1.  Roles and functions of a customer service provider
        -  Definitions of customer service
        -  4Es  -  means of end-result
        -  Courtesy  in customer service
        -  3 types of quality
        -  Needs and wants of external and internal customers
        -  Attitudes in customer service

2.  6 keys to customer service
        -  Qualities of a customer service provider
        -   3 types of marketing -  internal, external and interactive
        -   Video-tape presentation: Walt Disney company

3.  Managing complaints and rejections
        -  Different types of customers
        -  How to handle difficult customers   
        -  Formula in handling complaints
        - Maintaining self-esteem in handling difficult situations

4.  Human relation skills in customer service
        -  Principles of good human relations
        -  Checklist on human relations
        -  Levels of human behaviour

5.  Effective communication skills
        -  Commandments of good communication
        -  Barriers to effective listening
        -  Listening guide
        
6.  The power of teamwork
        -  The importance of teamwork
        -  Indications of good and poor teamwork
        -  Qualities of a successful team

7.  A personal action plan to enhance customer relations
        -   Creating a mission statement
        -   Creating a personal action plan

methodology

Course methods include a combination of:
        Lectures
        Group discussions
        Role plays
        Group presentations
        Training videos and reviews

Participants are expected to be  actively involved in all sessions of the course as it is designed based on experiential learning.

who must attend

Customer service support staff, front-line sales personnel and employees who are in constant contact with customers.

investment fee / early bird by 08/02/2017

Standard: RM 1,495.00 nett / RM1,395.00 nett per participant

Group discount: RM1,395.00 nett / RM 1,295.00 nett per participant for a minimum of 2 participants from the same company

(Fee inclusive of Refreshment, Buffet Lunch, Training Bag, Handouts,  & Certificate of Completion)

registration & payment


PROGRAMS ARE CLAIMABLE UNDER SBL SCHEME

Please register online through www.qdc.com.my or call 03-78054587 / 03-78044196. Our phone line operation hours are from 8:30am to 6:00pm from Monday to Friday.

All registration MUST be accompanied with PAYMENT.

Completed registration form with CHEQUES should be made in favor of "Quality Dynamics Consultancy Sdn Bhd" and sent to:

(FEE PAID IS NOT REFUNDABLE but replacement may be made at no additional cost. Quality Dynamics Consultancy Sdn Bhd reserves the right to cancel or reschedule the above course and shall inform participants of the changes)

COURSE FACILITATOR - MR. CHEONG KWAI FONG

Cheong Kwai Fong is a management trainer by profession.  He obtained his Diploma in Management from the Malaysian Institute of Management (MIM) and graduated with a Master in Management Degree from the Asian Institute of Management (AIM), Philippines in 1983.  In early 1995 he successfully completed and received the Certificate in the Teaching of English as a Second Language from the Language Teaching Institute, (RELC), Singapore.  In 2004, he has been certified as an accredited administrator for Myers Briggs Type Indicator (MBTI) programme. He also attended several short courses in the field of public speaking, personal development, management and motivation in Singapore, Japan and the United States of America.

His previous job include various sales and marketing position in Asia Motor (KL) Sdn Bhd., Cycle & Carriage (M) Sdn Bhd and Jones Lang Wootton.  He has acquired more than 25 years experience in sales and marketing in the automobile, property and trading and retailing industry.

He taught part-time at Tunku Abdul Rahman College from the year 1983 to 1990 and at the Malaysian Institute of Management from 1990 to 2007.  Currently, he is a part-time Course Facilitator with the   Universiti Malaya (MU), Institute Bank-bank Malaysia (IBBM), Malaysian Insurance Institute (MII) and Universiti Tunku Abdul Rahman (UTAR), Kolej Tunku Abdul Rahman (KTAR).

Over the last 28 years he has conducted several public and in-house programmes with many well-established companies including Genting Bhd., Proton Group of companies, UMW-Toyota Sdn Bhd.,  Tan Chong Industries Equipment Sdn Bhd., Kedai Telekom, Telekom Malaysia Bhd., Matsushita Electric Compnay, Maxi Communications, Great Eastern Life Insurance Bhd., Kurnia Insurance,  Intel, Robert Bosch, Hitachi, B. Braun, Jusco Superstores, Carrefour, Maybank Group of Companies, Telekom Malaysia Bhd., Intan, T A Furniture Industries, Old Town White CafĂ©, Subang Jaya Medical Centre., Prince Hotel, Astro,  Bayer Health Care,  Merck Sharp & Dohme (IA) Corp., New Zealand Milk Sdn Bhd.,  Astro, PNB, Niro Ceramic.