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From: "SP Training" <training@sptrainingmy.com>
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Date: Tue, 22 Jun 2021 01:16:21 +0800
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Subject: ***SPAM*** Online Training - Handling Difficult Customers and Complaints Effectively, 16 August 2021 (9am - 5pm)

<head> =0A<meta http-equiv=3D"Content-Type" content=3D"text/html; charset=
=3Dwindows-1252"> =0A =0A<meta name=3D"GENERATOR" content=3D"MSHTML 11.00.9=
600.18618"></head> =0A<body> SP TRAINING PLT presents to you<fon=
t face=3D"Arial, Helvetica, sans-serif" size=3D"2"> Remote Online Trai=
ning HANDLING DIFFICULT CUSTOMERS AND COMPLAINTS EFFECTIVELY</=
u> Date: 16 August 2021 (Monday) Time: 9.00 am - 5.00 pm Facilita=
tor: Dr. Thanabalan Velloo HRDF: Claimable under SBL Khas Scheme<=
/p>Course Fees: R=
M650 per person Introduction : Customers whose expe=
ctations are very high can become very difficult to a business. Businesses =
which over promises and under deliver end up having to manage difficult cus=
tomers as well. Failing to manage difficult customers may cause dissatisfac=
tion among customers which could eventually lead to losing them. Therefore,=
 effective approaches in handling difficult customers can lead to an increa=
se in customer satisfaction and retain customers. Difficult customer may le=
ad to complaints that can result in losing them. Objective :=
 At the end of this course, participants should be able to: =95&nbsp=
;identify the reasons for poor relationships =95&nbsp;handle customer co=
mplaints effectively =95&nbsp;manage customer expectations =95&nbsp;s=
tate quality customer service and enhance company image =95&nbsp;deal wi=
th difficult customers in a more professional manner =95&nbsp;analyze co=
mplaints in order to make appropriate decisions =95&nbsp;increase their=
 capability of retaining customers Content : 1. Introduct=
ion&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=
&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; =95&nbsp;Who is a customer=3F =
=95&nbsp;Categories of customers in a business =95&nbsp;Initiating, deve=
loping customer relationship =95&nbsp;Gaining customer commitment&nbsp;=
&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nb=
sp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=
&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nb=
sp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; =95&nbsp;The key in building long-ter=
m customer partnerships =95&nbsp;What is quality customer service=3F =
=95&nbsp;Principles of total customer satisfaction for customer-service wor=
kers2.=
 Why customers become difficult=3F =95&nbsp;Who is a difficult customer=
=3F&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; =
=95&nbsp;What makes customers difficult to handle=3F =95&nbsp;Aggressive=
 customer =95&nbsp;Why do people get aggressive=3F&nbsp;&nbsp;&nbsp;&nbs=
p;&nbsp; =95&nbsp;Moments of truth =95&nbsp;Deal with difficult cust=
omers in a professional manner =95&nbsp;Strategies in handling difficult=
 customers =95&nbsp;Solving customer=92s problem3. Strategies In Handling Diff=
icult Complaints&nbsp;&nbsp;&nbsp; =95&nbsp;Why people complain=3F =
=95&nbsp;How people complain=3F =95&nbsp;What is a customer complaint=3F=
 =95&nbsp;Communicating with the complainer =95&nbsp;Why is customer =
complaint handling so important=3F =95&nbsp;Why don=92t more dissatisfi=
ed customers complain=3F =95&nbsp;Important techniques to use when handl=
ing complaints&nbsp;&nbsp;&nbsp; =95&nbsp;Handling customer complaints =
as gifts =95&nbsp;Encourage complaints &nbsp; 4. Positive working=
 attitude =95&nbsp;What is positive working attitude =95&nbsp;The im=
portance of having the right attitude =95&nbsp;Characteristics of employ=
ee with right working attitude =95&nbsp;Ways of developing the right at=
titude among employees =95&nbsp;Management expectation of employee attit=
ude =95&nbsp;The role of superior =95&nbsp;Group discussion</p=
> <=
p>Methodo=
logy : Remote online learning - interactive and participati=
ve virtual classroom with discussions Who Should Attend :<br=
>All employees who serve customers on various aspects of excellent customer=
 service should attend this course Facilitator : Dr. Than=
abalan Velloo has extensive experience in the field of operations performan=
ce improvement particularly in various manufacturing and services industrie=
s. He graduated with an honours degree in Management and Biochemistry from =
University of Science Malaysia in 1987. He also has an MBA from University =
Kebangsaan Malaysia.&nbsp; He started his career in the manufacturing opera=
tions as a Production Executive and gradually moved in various managerial p=
ositions such as Production Manager, Packaging Manager, Planning and Logist=
ics Manager, Sales Manager and Factory Manager. He has branched out int=
o training and consultancy, as well as lecturing various subjects in MBA pr=
ograms since 1996. To date he has conducted many public and in-house traini=
ngs in many business areas for government organizations and private sectors=
 such as Ministry of Defence, TLDM, UMW, Titan Group, CS Metal Industries, =
Sharp Roxy, Petronas, ShinEtsu, Triplus Industry, Metrod Sdn Bhd, Shinko El=
ectronics, Green Riverwood, Omron Malaysia Sdn Bhd, Hap Seng Consolidated B=
hd, YTY Industry, Maruyama Sdn Bhd, etc. As a sales manager he has been a h=
and-on person with his main expertise in closing sales, negotiating sales r=
esistance and building after sales relationship.&nbsp;--------------------------------------------------------=
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- <=
strong>Registration Form: Yes! (I am / We are) interested in at=
tending the Online Training on Handling Difficult Customers and Complai=
nts Effectively dated 16 August 2021Our company is registered with PSMB: YES / NO=
 Pa=
rticipant 1: ____________________________ Designation: _________________ I/=
C No: __________________Participant 2: ____________________________ Designation: =
_________________ I/C No: __________________Participant 3: ______________________=
______ Designation: _________________ I/C No: __________________=
Participant 4: __=
__________________________ Designation: _________________ I/C No: _________=
_________Participant 5: ____________________________ Designation: _______________=
__ I/C No: __________________Company: ___________________________________________=
______________________________Address: __________________________________________=
_________________________________________________________________________________=
________________________________Contact person: _________________________________=
____ Designation: ___________________ Tel: __________________ Fax: ______________=
____ E-Mail: ___________________________Payment: RM _____________ Cheque No.: ___=
_______________ ______________________ Signature &amp; Company Stamp<p=
>------------------------------------------=
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--------------- <fo=
nt face=3D"Arial, Helvetica, sans-serif" size=3D"2">Contact:=
 SP TRAINING PLT (PSMB Registered Training Provider MyCo ID=
: LLP0003472LGN) Ms. Esther Low / Stacy Low Tel: 03-62507350&nbsp;&n=
bsp;&nbsp; Fax: 03-62437350&nbsp;&nbsp;&nbsp; H/P: 012-2909330&nbsp;&nbsp;&=
nbsp; E-Mail: <a href=3D"mailto:sptrainingplt@gmail.com">sptrainingplt@gmail.com=
</a> Office Hour:=
 Monday ~ Friday 9.00 am~5.00 pm Remarks: Registration ca=
n be made by fax, email or online. Payment shall be made payable to SP T=
RAINING PLT The updates of our training courses are sent to you, as we think tha=
t they might be of interest and benefit to you. Please help to forward t=
o others who may be interested. However, if you do not wish to receive f=
urther mailings from us, please reply to <a href=3D"mailto:sp.traini=
ngmgmt@gmail.com">sp=
.trainingmgmt@gmail.com</a> with "REMOVE" in the subject line. Thank you. =
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