Effective Customer Complaint Management
- Innovative Methodologies and Tools to Manage Your Customer Satisfaction and Dissatisfaction Effectively
Date: 16th-17th February 2009
Venue: Legend Hotel, Kuala Lumpur, Malaysia
CUSTOMERS PAY OUR SALARY!
This statement is so true and we must learn how to handle our customers effectively. Customer Complaints is a gauge of customer dissatisfaction while satisfaction also needs to be measured. Customer complaints is actually a very powerful input from our caring customers as they want to see us improve and continuously serve them better!
Effective Customer Complaint Management is a specially designed programme that will provide you the methodologies and tools to manage your customer satisfaction and dissatisfaction effectively and provide objective evidence for your Quality Management System as well as to continuously improve your customer relationship.
At the end of this workshop, participants will be able to:
- Understand the ISO 9001 requirement on customer satisfaction and dissatisfaction.
- Understand the methodology of managing customer satisfaction and analysis.
- Understand the methodology of managing customer dissatisfaction and analysis.
- Reply complaints and problem solving.
- Use the analysis for continual improvement.
Who Should Attend
Quality Management Representatives, Quality / Customer Service managers executives, engineers, team-leaders, supervisors and any other managers who are tasked to handle customer and complaint.
The Expert - Madam Flora Anthonysamy
Flora Anthonysamy is not new in the area of training and consultancy having held
various positions as General Manager and Senior Partner of a reknown consulting firm in
Malaysia. She has also had many years of experience as Group QA and Regional TQM
Manager in the manufacturing sector and has been instrumental in effectively managing
business process improvements in complex organisations. She has successfully developed
and implemented numerous Total Quality Management (TQM), Quality Management
System (ISO 9000), Environmental Management System (ISO 14001) and Occupational
Safety and Health Assessment Series (OSHAS 18001) in multinational corporations. As Flora frequently works directly with Chief Executive Officers, middle management and operational staff,
she has a diversification of skills ranging from Global Strategy to micro applications such as Multi-Level
Management.
Flora was a Certification Auditor with SIRIM and holds a Bachelor of Science in Chemistry. She is also a Certified Lead Assessor and was trained by Oliver Wight in World Class Manufacturing Practices and INSEAD on Lean Manufacturing System. She was appointed Worldwide QA Coordinator and was responsible for introducing Total Quality Management to plants in France, Mexico, Brazil, Sri Lanka and the United Kingdom.
Flora has extensive experience in providing management system implementation support for companies striving to enhance their business effectiveness. With her knowledge and experience, her customers gain the ability to incorporate the standard’s requirements while enhancing their management systems without losing their individual corporate identities. Her strengths lie in her proven ability to work throughout diverse organisations establishing management systems that significantly improve process effectiveness and organisational results. Her work has achieved colossal business improvement by way of initiating and encouraging major system and cultural change.
Workshop Format
HRDF
This workshop is HRDF SBL Scheme Claimable.Call Us Now!
Do not miss this professional training - The investment is only RM 1690 per delegate, and RM 1590 for the early bird fees (register before 16th January 2009), It's a small investment in future success. If you would like to have more information or would like to know about the fees for group registrations, please do not hesitate to contact us now.
Tel : (603) 40216000
Fax : (603) 40235716
Email : admin@gin-my.com
