Client or Customer Care (Kuala Lumpur)

HRODC Postgraduate Training Institute
En Kuala Lumpur, Malaysia (Malasia)

$10.000.001-30.000.000

Información importante

  • Curso
  • Kuala lumpur, malaysia (Malasia)
  • Duración:
    5 Days
  • Cuándo:
    A definir
Descripción

Limited Objectives: By the conclusion of the specific learning & development activities, delegates will be able to: Demonstrate an understanding of value of front-line staff to organisational effectiveness. Exhibit competence in fundamental aspects of customer/ client service - incorporating sensitivity to clients' needs. Exhibit a 'functional' level of interpersonal relationship. Communicate effectively with clients, colleagues, juniors and managers. Demonstrate an understanding of the legal framework of client service. Recall fundamental elements of the 'Sale of Goods Act 1979'.
Suitable for: This course is designed for: Front Line Staff. Customer Service Representatives. Reception Administrators. Managers. Sale and Marketing Managers. Operation Managers. Supervisors. Business Owner-Manager. Entrepreneurs

Información importante

Requisitos: Degree or Work Experience

Sedes

Dónde se imparte y en qué fechas

Inicio Ubicación
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Kuala Lumpur, Malaysia
Jalan Ampang Hilir, 68, Malaysia, Malasia
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¿Qué aprendes en este curso?

Contracts
Customer Care
Staff
Trading
IT
Office IT
Supply
Ms Office
Regulations

Programa académico

Course Contents, Concepts and Issues:

  • Who is a ‘front-line staff’?
  • Who has customer/ client-relation and customer/ client-relation responsibility?
  • Value of front-line staff to organisational effectiveness;
  • Features of a Client-Driven Organisation
  • Internal & External Factors Influencing Client Behaviour
  • Client Motivation
  • Responsibility of the service provider/ goods retailer, and manufacturer under The Supply of Goods and Services Act 1982
  • How Can We Assure Clients That They Are Getting a Good Deal?
  • Working Towards Clients’ Continued Accessing of Service
  • The ‘Sale of Goods Act’
  • Legal Interpretation of ‘Fitness For Purpose’
  • Sensitisation & Client Needs: Role Transposition
  • What To Know About Your Clients
  • Maintaining a Generalised Client Information System
  • Dealing With Sensitive Situations: Confidentiality VS Disclosure
  • Dealing With an Irate Client: Understanding Clients’ Frustration
  • Improving Worker-Client Relation
  • Dealing with ‘the irate customer/ client
  • Communication: Perfecting ‘The Approach’ & Offering Assistance
  • Contributing to the maintenance of customer/ client loyalty
  • Empowering Front-line Staff to Redress ‘Dissatisfactory Client/ Customer Situations’
  • Seeking help and advice from colleagues and managers, when faced with difficult situations
  • Dealing with conflict between client/ customer and front-line staff
  • The responsibility of service provider/ goods retailer under The Sale and Supply of Goods to Consumers Regulations 2002
  • Client Service: The Legal Environment
  • Obligations of the retailer/ service provider under the ‘Sale of Goods Act 1979’
  • The responsibility of service provider/ goods retailer under The Sale and Supply of Goods to Consumers Regulations 2002
  • The Unfair Terms in Consumer Contract Regulations 1999
  • What constitutes a ‘non-binding’ contract, under The Unfair Terms in Consumer Contracts Regulations 1999
  • The role of the Office of Fair Trading (OFT), in dealing with consumers’ complaints under The Unfair Terms in Consumer Contracts Regulations 1999
  • The Powers of the Office of Fair Trading, under the Unfair Terms in Consumer Contract Regulations 1999s
  • The role of Trading Standards in dealing with consumer complaints The objectives of the course
  • Demonstrate an understanding of value of front-line staff to organisational effectiveness
  • Exhibit competence in fundamental aspects of customer/ client service - incorporating sensitivity to clients’ needs;
  • Exhibit a ‘functional’ level of interpersonal relationship;
  • Communicate effectively with clients, colleagues, juniors and managers;
  • Demonstrate an understanding of the legal framework of client service;
  • Recall fundamental elements of the ‘Sale of Goods Act 1979’;
  • Recall the obligations of the retailer/ service provider under the ‘Sale of Goods Act 1979’
  • Recall the obligation of the producer of goods and service, under the ‘Sale of Goods Act 1979’;
  • Demonstrate their ability to remain calm and courteous during unpleasant situations such as an encounter with an irate client;
  • Exhibit an understanding of the functioning of a ‘client-driven organisation’;
  • Exhibit an awareness of the high standard of service, which each client anticipates;
  • Demonstrate their ability to initiate improvements in client service;
  • Assist clients in solving their problems relating to products and service;
  • Illustrate their ability to manage internal and external customer/client care environments;
  • Demonstrate their expertise in leading a customer/client care team;
  • An understanding of the fundamentals of leadership and management;
  • Exhibit leadership in dealing with ‘the irate customer/ client’;
  • Provide examples of the legal application of ‘Fitness For Purpose’;
  • Demonstrate their ability to contribute to the maintenance of customer/ client loyalty;
  • Illustrate their understanding of the need to Empower Front-line Staff to Redress ‘Dissatisfactory Client/ Customer Situations’;
  • Exhibit a willingness to seek help and advice from colleagues and managers, when faced with difficult situations;
  • Appreciate the need to maintain a ‘generalised client/ customer information system’;
  • Recall the obligation of the service provider/ product retailer, and manufacturer under The Supply of Goods and Services Act 1982
  • Determine what constitutes a ‘non-binding’ contract, under The Unfair Terms in Consumer Contracts Regulations 1999
  • Suggest the role of the Office of Fair Trading (OFT), in dealing with consumers’ complaints under The Unfair Terms in Consumer Contracts Regulations 1999;
  • Indicate The Powers of the Office of Fair Trading, under the Unfair Terms in Consumer Contract Regulations 1999
  • Determine The role of Trading Standards in dealing with consumer complaints
  • Recall important points of law in the Unfair Terms in Consumer Contract Regulations 1999