Handling Complaints

Introduction

Businesses of today are all geared up to take that “quantum leap” to catch up with the ever changing, all this happens at a price. Staffs need to keep up with the change and some changes come with a price, sacrificing the quality of service. This leads to unsatisfactory experiences which in return come back as “Complaints”. This program aims at addressing those complaints in a professional manner.

Objective

Upon completion of this programme, the participants will be able to:

• Understand what complaints really are
• Approach a complaint rather than shy away
• Handle it to the best of their ability before escalating or “Tai-chee”
• Use methods in this program to solve complaints

Who Should Attend

This course is designed for Employees of all levels, especially client facing staff

Methodology

This is a highly interactive experiential learning program, where participants are to learn through actual doing and experience. Key learning points of effective team performance are to be delivered through practical activities, group sharing and videos.

Module

• WHAT IS A COMPLAINT?
• IS COMPLAINT A BAD THING?
• WELCOMING AND DEALING WITH COMPLAINTS
• ALL IS NOT LOST