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Looking for a comprehensive training program to enhance your team's complaint management and customer satisfaction skills? Look no further than SMI Talent Development (JB) PLT's Complaint Management and Customer Satisfaction training program. Designed to equip your team with the necessary tools and techniques, this program ensures your staff can effectively handle customer complaints and provide exceptional service.

Our experienced trainers will guide participants through various modules, covering topics such as understanding customer expectations, effective communication strategies, and resolving conflicts. With a focus on practical exercises and real-world scenarios, your team will gain valuable insights into managing complaints and transforming dissatisfied customers into loyal advocates.

At SMI Talent Development (JB) PLT, we understand the importance of customer satisfaction in driving business success. That's why our training program emphasizes the significance of delivering exceptional service and exceeding customer expectations. Invest in your team's professional development today and watch your customer satisfaction soar. Contact us now to book this transformative training program.
Learning Objectives

1. Understand the importance of complaint management in enhancing customer satisfaction: Participants will learn about the impact of effective complaint management on customer satisfaction and loyalty. They will understand the role of complaints as valuable feedback and opportunities for improvement, and how addressing complaints promptly and effectively can lead to increased customer satisfaction and retention.

2. Develop skills to handle customer complaints professionally and empathetically: Participants will acquire practical techniques and strategies to handle customer complaints in a professional and empathetic manner. They will learn active listening skills, effective communication techniques, and conflict resolution strategies to de-escalate tense situations and address customer concerns. Participants will also understand the importance of taking ownership of customer complaints and following through with appropriate actions to ensure resolution.

3. Implement complaint management processes and systems to enhance customer satisfaction: Participants will learn how to establish complaint management processes and systems within their organization to effectively handle customer complaints. They will understand the importance of documenting complaints, analyzing trends, and using customer feedback to drive continuous improvement.

Content Delivery Method

Physical, Virtual

HRD Corp Certified Course


Duration and Language

2 days, English

Target Audience

Suitable for employees at all levels

Key Skillset Addressed

1. Communication skills
2. Problem-solving skills
3. Empathy skills