HANDLING CUSTOMER COMPLAINT

Tujuan

• Memahami konsep dasar customer complaint dan customer experience di industri provider telekomunikasi.
• Mengidentifikasi tipe pelanggan dan karakteristik complaint pelanggan.
• Menggunakan teknik komunikasi efektif dan empatik saat menangani keluhan pelanggan.
• Mengelola emosi dan menghadapi pelanggan difficult customer secara profesional.
• Menerapkan teknik problem solving dan root cause analysis dalam penyelesaian complaint.
• Menangani complaint melalui berbagai channel layanan secara tepat.
• Mengelola eskalasi pelanggan dengan efektif.
• Melakukan service recovery untuk meningkatkan loyalitas pelanggan.
• Mengurangi repeat complaint melalui preventive handling.
• Mendukung peningkatan KPI layanan pelanggan perusahaan.

Target Peserta

1. Customer Service Officer
2. Call Center Agent
3. Contact Center Staff
4. Frontliner Provider
5. Customer Care Staff
6. Technical Support Staff
7. Complaint Handling Officer
8. Social Media Customer Service
9. Team Leader Customer Service
10. Supervisor Customer Experience
11. Retail Service Representative
12. Back Office Support

Silabus

• Peran customer service dalam industri provider
• Customer expectation di era digital
• Dampak complaint terhadap bisnis
• Customer loyalty & retention
• Service excellence mindset
• Membangun budaya customer centric

Peserta memahami pentingnya complaint handling terhadap reputasi perusahaan.

• Psikologi pelanggan
• Customer journey
• Emotional trigger pelanggan
• Tipe pelanggan:
  • angry customer,
  • demanding customer,
  • silent customer,
  • emotional customer,
  • manipulative customer
• Cara membaca emosi pelanggan

Peserta mampu mengenali karakter pelanggan dan menentukan pendekatan komunikasi yang tepat.

• Teknik komunikasi efektif
• Active listening
• Empathy communication
• Positive language
• Powerful questioning
• Voice & tone control
• Building trust quickly
• Avoiding defensive communication

• Listen
• Empathize
• Apologize
• Provide Solution

Peserta mampu berkomunikasi profesional, empatik, dan persuasif.

• Definisi dan kategori complaint
• SOP complaint handling
• Complaint flow process
• SLA management
• Escalation handling
• Documentation standard
• Service consistency

Peserta memahami alur dan standar penanganan complaint secara sistematis.

• Teknik menghadapi pelanggan marah
• Conflict management
• De-escalation technique
• Assertive communication
• Emotional control
• Negotiation basic
• Handling abusive customer

• Empathy
• Acknowledge
• Resolution

Peserta mampu menangani difficult customer secara tenang dan profesional.

• Critical thinking
• Root Cause Analysis
• 5 Why Analysis
• Fishbone Diagram
• Solution prioritization
• Decision making skill

Peserta mampu menemukan akar masalah dan solusi efektif.

• Handling complaint via:
  • call center,
  • live chat,
  • email,
  • social media,
  • walk in customer
• Digital communication etiquette
• Social media crisis handling
• Viral complaint management

Peserta mampu menangani complaint di berbagai channel layanan.

• Service recovery strategy
• Turning complaint into loyalty
• Customer emotional connection
• WOW service experience
• Preventive handling
• Retention strategy

Peserta mampu melakukan service recovery untuk meningkatkan loyalitas pelanggan.

• Personal grooming service
• Self confidence
• Stress management
• Productivity in customer handling
• Time management
• Professional attitude

• Self assessment
• Personal improvement plan

Peserta mampu menjaga performa layanan secara konsisten.

Fasilitas

• Modul pelatihan dan seminar KIT
• Makan siang dan rehat kopi.