Effective Complaint Handling Course
On 8th to 9th June 2020, ASDS organized a 2-day course on effective complaint handling. The objective of the course is to equip participants with skills and knowledge on how to better handle customer complaints either in a face to face confrontation or via telephone call.
During the course, participants were taught the different types of customers and their tendency or behavioral patterns, the right and wrong words to use on customers and how to negotiate towards reaching an agreement. Throughout the course, participants took part in active discussion, exchange of ideas, managing facial expression and body language in front of a mirror, and several role-playing exercises.
ASDS sent four members from various customer facing roles on this course in order to improve our customer complaint handling capability to ultimately create a better customer experience.
