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