【NTW x MYWave】Jun 25, Managing Challenging Customers Complaints and Digital Transformation in Customer Service

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Date:           25 Jun 2024 (Tue)
Time:          2:00 pm | 1 Hour
Platform:   ZOOM meeting

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https://nationaltrainingweek.gov.my/courseDetails?courseId=7346

Skill Area:  Human Resources

Course Content
Part 1: Managing Challenging Customers & Complaints

I. Why Customers Complaint?

  • Defining challenging customers
  • Common Reasons for Customer Frustration

II. Techniques for Managing Challenging Customers

  • Active Listening and Empathy
  • Providing Personalized Service
  • Effective Communication Skills

III. Handling Complaints Effectively

  • Strategies for Handling Complaints Effectively
  • Acknowledge the Complaint
  • Apologize Sincerely
  • Take Responsibility
  • Offer a Solution
  • Follow Up
  • Importance of Follow-Up and Feedback

Part 2: Digital Transformation in Customer Service

I. Introduction to Digital Transformation

  • Definition and Importance in Customer Service
  • Key Trends in Digital Transformation

II. Digital Tools and Technologies

  • CRM Systems
  • AI and Virtual Assistants
  • Social Media Support
  • Benefits of Each Tool

III. Implementing Digital Transformation

  • Steps to Integrate Digital Tools in Customer Service
  • Training and Upskilling Staff

IV. Q&A

Course Summary
Part 1: Managing Challenging Customers & Complaints
Part 2: Digital Transformation in Customer Service