INTRODUCTION
Customers whose expectations are very high can become very difficult for a business. A business that over-promise and under-deliver will end up having to manage difficult customers. Failing to manage difficult customers may cause dissatisfaction among customers which could eventually lead to losing them.
Therefore effective approaches in handling difficult customers can lead to an increase in customer satisfaction and retain customers. Difficult customer may lead to complaints that can result in losing them.
COURSE OBJECTIVES
At the end of this course, participants should be able to;
-
Identify the reasons for poor relationships
-
Handle customer complaints effectively
-
Manage customer expectations
-
State quality customer service and enhance company image
-
Deal with difficult customers in a more professional manner
-
Analyse complaints in order to make appropriate decisions increase their capability of retaining customers
FACILITATOR
Thanabalan has extensive experience in the field of operations performance improvement particularly in various manufacturing and services industries. He is not only an excellent and resourceful trainer, he is also skilled in management and leadership of organizations. He graduated with an honour’s degree in Management and Biochemistry from University of Science Malaysia in 1987.
He then pursued an MBA program with University Kebangsaan Malaysia, majoring in General Management in 1996. Upon completion of his MBA in 1998 and also due to his passion for training, he switched his career to Training and development. To date he has conducted more than 900 training programs mainly in the area of employee development, customer management and operations management/ improvement. He is a very versatile trainer not only on the topics that he could train but a bilingual trainer as well. His fluency in Bahasa Malaysia has given him a competitive advantage especially in the present workplace condition
To date he has conducted many public and in-house trainings 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 Sdn. Bhd., Triplus Industry, Metrod Sdn. Bhd., Shinko Electronics, Green Riverwood, Omron Malaysia Sdn. Bhd., Hap Seng Consolidated Bhd., YTY Industry, Maruyama Sdn. Bhd, Top Glove etc. .He has provided quality trainings to more than 5000 clients over the past ten years.
He is a certified trainer with PSMB and to date has also conducted TNA projects and Train the Trainer programs for several companies. He is also a certified business coach representing University Malaya in coaching programs. Participants receive enhance benefits and impactful results from his training programs because of his vast industrial exposure in various areas. He empowers people to increase their limits, level of commitment, higher level of performance of the individual, team and the organization in achieving organizational goals.
REGISTRATION
Members interested to participate, kindly submit your registration to MATTA Secretariat; attention to Mazlina at mazlina@matta.org.my / Tel No +603 9222 1155 before 29 March 2019, 5.00 pm, with the following details:
DELEGATE NAME:
DESIGNATION:
COMPANY'S NAME:
COMPANY'S ADDRESS:
MATTA MEMBERSHIP NO:
MOBILE NUMBER:
EMAIL:
MATTA members will enjoy a special registration fee at RM 200.00 nett per person. Please remit payment to below account details, and provide your payment advice to Finance Dept, at email azrul@matta.org.my:
Malaysian Association of Tour & Travel Agents
Public Bank Berhad
Account Number : 3209193214
Thank you.
CHRISTINA KONG
VP Education & Training
Term 2017 – 2019