Complaint is a Gift: Win Your Customer’s Heart and Ensure Repeat Business

Complaint is a Gift: Win Your Customer’s Heart and Ensure Repeat Business (Batch 3)

Bidakara Hotel, Jakarta | 06 – 07 Juni 2012 | 09.00 am-05.00 pm | Rp. 2.700.000,-/person

By The Indonesia’s Acknowledged Service Practitioner : Wardhani Soedjono

Why ”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.

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

What You Will Cover in This Seminar

KEYS TO TURN COMPLAINT INTO LOVE

The proven techniques used by successful service practitioners in

turning angry customers to happy and loyal customers by understanding the “Secret Language” of complaints

HOW TO CREATE AND ENSURE A STRESS FREE ENVIRONMENT

Learn practical and the most effective tips to remain stress-free when faced with a complaint that will give you the ability to control yourself and maintain rapport with customers.

11 STEPS TO WIN YOUR CUSTOMER’S HEART

Learn the winning end-to-end techniques in managing customer complaints.

Who Should Attend

• Staff who deal with customers on a daily basis face to face
• Telephone sales and service advisers
• Customer care teams
• Helpdesk operators
• Staff who are responsible for responding to emails and correspondance

Seminar Outline

08.30 am Registration

09.00 am Why do Customer Complain?

• The love behind a complaint.
• A complaint vs the complainant.
• What is the total cost of losing a customer?
• What is “TACT”? How does it resolve a complaint?
• The KEY turning a complaint into a loyal custom

10.30 am Morning Coffee Break

11.00 am Handling Yourself before Handling a Complaint

• Staying calm by making a distinction between self and task.
• How to really put yourself in the “complainant’s shoes”.
• Recipe of positive verbal language to open dialogue.
• The most effective way to show empathy.

12.30 pm Lunch

01.30 pm Dealing With Complaints

• How to manage your customers through complaint handling and service recovery process.
• Techniques on prioritizing customers’ complaints.
• The key steps in responding to a complaint.
• Developing a chronology of a complaint.
• Reviewing complaints resolution report.

03.15 pm Afternoon Coffee Break

03.45 pm Service Recovery Program

• Considering a Refund or Compensation
• Service Guarantee
• Guarantee  Does  Not Work, when… .

05.00 pm Closing

Narasumber:

The Indonesia’s Acknowledged Service Practitioner:

Wardhani Soedjono

Being a practitioner in service leadership, Wardhani Soedjono possesses an in-depth experience for 30 years in various multinational companies.

During her time in IBM, Dani developed her individual leadership competency in various functions such as procurement, market-driven quality, contract management and lastly direct marketing. The experience has obviously refl ected signifi cance in relationship and collaboration with people within and outside the organization, such as the staff , peers, suppliers and customers.

In XL, Dani had the opportunity to lead diff erent functions and managed carrying diff rent missions such as human capital, corporate sales, channels and distribution and customer service. Successfully she had brought XL front-liners from a non-standardized into a well standardized contact centers using the worldly known COPC standards. Her last position in XL was Vice President, Service Delivery and Contact Management.

To lead eff ectively, Dani equipped herself with various certifi cation and endorsement, such as IBM’s Malcolm Baldrige Assessor, IBM Benchmarking Coordinator and lastly Registered Coordinator of COPC.

Presently, while holding the position of Chief Representative Offi cer and Director of Consulting-Indonesia of VADS Berhad, Dani also serves as a Service Leadership Consultant and providing services as a public speaker, coach and facilitator in various subjects, e.g. Service Excellence, Customer Satisfaction, Tele-Marketing, Malcolm Baldrige Quality Program, Contact Center Management, & Competency Based Human Resource Management.

During this workshop Dani will be accompanied by her learning center team.

Endro Utomo
Service Department Head of PT Astra International Daihatsu Sales Operation

Cut Noosy Keumalafajri
General Manager Customer Service of XL Axiata

Wani Sabu
Kepala Biro Halo BCA

INVESTMENT FEE:

• Before 15 Mei 2012 : Rp 2.500.000,-/person
  FULL FARE : Rp 2.700.000,-/person

Free registration for the 4th person if
the you register 3 persons

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

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