“A Complaint is A Gift” – Batch III

“A Complaint is A Gift” – Batch III

Win Your Customer’s Heart and Ensure Repeat Business

Facilitator :
Wardhani Soedjono
A Life-time Service Practitioner

15 July 2010, Menara Penisula Hotel, Jakarta 09.00am-05.00pm

Register Now : 0812.802.8352 / 0812.9766.822
Please visit : www.serviceleadership.web.id

Why ”A Complaint is A Gift”
Organizations can lost many customers when complaints are not handled well, resulting in anger, unnecessary conflicts and even sabotage which can endanger the public image of the organization. While complaints are rarely pleasant, they often carry a positive intention.

A Complaint is a Gift, is a challenging principle that we’re going to discuss and celebrate in this seminar.
Wardhani Soedjono, the Indonesia’s acknowledged service practitioner will take you on a journey to once again see the gift behind a complain, the gift in our selves and the gift of finding success in handling complaints

Training Objectives
At the end of this training, you will gain the following:
• Knowledge of understanding your customers
• Knowledge of why customers complain
• Understanding of techniques to prioritize complaints
• Understanding of how to offer service recovery

Training Outline

Why Customers Complain?
• 3 Most Reasons Why Customers Complain
• The Customer Complaint Iceberg
• 4 Ladders of Dissatisfied Customers
• What will You Do When Customers Complain
• Discouraging Customers to Complain
• Kissing a Customer Goodbye
• The Secret of Service

Understanding Your Customers
• 5 Types of Complainer
• Dealing With Difficult Customer
• What Attitude is Required
• 5 Tips For Dealing with Angry Customers
• Handle Your Self First

The Famous 11 Steps Responding to Customer Complaints
• The Need of Feedback System
• 4 Steps Complaint Management Process
• Prioritizing Complaints – Probability : Remote, Uncommon,Occasional, Frequent
• Prioritizing Complaints – Severity : Minor, Moderate, Major, Catastrophic
• The Resolution Matrix
• Chronology Report of a Complaint

Effective Complaint Management
• Considering a Refund or Compensation
• Service Guarantee
• Guarantee Does Not Work, when…..
• Lesson Learned
• Service Recovery

Wardhani Soedjono
A Life-time Service Practitioner
President Director of PT VADS Indonesia
Former Vice President, Service Delivery and Contact Management, P.T. Excelcomindo Pratama, Tbk.
Has an in-depth experience in service industry and service leadership as a practitioner (30 years of working experience in various multinational companies).
Has been a public speaker and facilitator in various subjects, e.g. Service Excellence, Customer Satisfaction, Direct Marketing, Malcolm Baldrige Quality Program, Contact Center Management, Competency Based Human Resource Management, etc.
Certification: IBM’s Quality Assessor and Benchmarking Coordinator (1993); COPC Registered Coordinator (2005).
Comments From Previous Training Participants

* It fits our company needs. Every single part of the chapter is detail. Mrs Soedjono’s approach is nice and inspiring. She delivered the materials in a fun but easy to absorp way. Thank you very much.- Koko DN, Sodexo

* Vey good contents and very interesting. Will be very useful to improve our work and service delivery.- Atty Soler, International SOS

* Good and cover all matters related to complaints. I got more knowledge regarding complaint things. The Instructor was Attractive, Experienced, Communicative, Fun! – Thelma Rn Tambunan, Satnetcom Balikpapan

* 100% useful for handling customer complaints! Two thums up for Ibu Dani ! – Mutiara DR, Sodexo

* Sangat dimengerti, mudah dipahami, lengkap. – Angel, Kompas.com

* Lengkap dengan penjelasan yang mudah dimengerti – M Fasluki Riadin, Bank OCBC NISP,Tbk

* Instrukur menjelaskan materi sangat baik dan mudah dimengerti.- Olyvia, Manulife Indonesia

* Pengalaman Ibu Dani dan sharing beliau sangat memotivasi saya untuk melayani customer lebih baik. Thanks Bu, – Nina Cometa, BNI Card Center

Previous Company Participants:
Bank Permata, BNI Card Center, Bank DKI, Bank Danamon, PT Bank OCBC NISP,PT Excelcomindo Pratama, PT BFI Finance,SOS Medica Clinic, RSIA Hermina Podomoro, PT Manulife Indonesia, PT Sushi Tei Indonesia, PT Hitamarga Tirta ( Hermes Boutique), Sabic Asia Pac…ific Pte, Ltd, PT Citra Cita Lestari, PT Tirta Investama, PT Express Transindo Utama,PT Agroindo Beatlenut Center,PT Asuransi Nipponkoa,PT BPR Darmawan Adhiguna Lestari,PT Indosat,PT Java Motor,PT Kompas Cyber Media,PT Satnetcom Balikpapan,PT Sodexo Indonesia,RS Dewi Sri,Selera Bakmi

Rp. 1.700.000,-/person

Early Bird Rp 1.500.000 /person for payment received before 20 Juni 2010 (Includes: meals, seminar materials and certificate)
10% of Group Discount for more than 3 delegates from the same company.

E-mail : info@serviceleadership.web.id
Mobile . 0812.9766.822 / 0812.802.8352
Fax. 021-79184127

Please register our delegates to attend:
Win Your Customer’s Heart and Ensure Repeat Business
15 Juli 2010, Menara Peninsula Hotel, Jakarta , 09.00 am – 05.00 pm

Fax to 021-79184127

08128028352, 08129766822, 021-79199409

Be a part of a happy world …..
where customer’s complaints are received with smile

About Bukik
Aktivis Pendidikan

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

%d bloggers like this: