Company : UCE Telecom Solution Ltd

Training on Customer Complain Handling

Address : IVY’s Legacy, House#22Road No : 108, Gulshan-2, Dhaka-1212Distribution Date : 9th March, 2012

Training on Customer Complain Handling (CCH)Customer care is a crucial element of business success. Every time you have contact with your customers you have an opportunity to improve your reputation with them and increase the likelihood of further sales. From your telephone manner to the efficiency of your problem solving, almost every aspect of your business affects the way your customers view your business. Complaints offer businesses an opportunity to correct immediate problems. In addition, they frequently provide constructive ideas for improving products or services. Complaints should be handled courteously, sympathetically and - above all – swiftly. Problems happen. It’s how you honestly acknowledge and handle them which counts with people. Companies can learn to recover from mistakes. A good recovery can turn angry, frustrated customers into loyal ones. Customers will remember you, and happily give you another chance to delight them.

This training program outlines what customer care involves. It explains how you can use customer contact, feedback, follow-up and loyalty schemes to retain existing customers, resolve their problem & increase your sales to them.

Learning Outcomes

How to collaborate and rectify problems How to respond quickly and accurately to customer requests How to quickly enter and prioritize complaints Use workflow to assign cases that need follow-up How to monitor service quality and performance How to efficiently manage tasks, set reminders and due dates Actionable, real-time reports (log analysis, parameter, KPI graphs)

Contents of Training:

Session 1: CCH Overview

a. Introductionb. Objective of CCHc. Importance of Happy Customerd. Seven Steps for Resolving Customer Complaintse. CCH Workflowf. Greetings & Query to Subscriberg. Classifying & Prioritizing Complainh. Complaint Tracking System i. Test Procedurej. Special Attention Before Indoor Testk. Special Attention During Indoor Testl. Customer Perception Survey Example

Session 2: Case Study, Analysis, Recommendation

i. Ticket Numberii. Summary & Recommendationiii. Analysis

Session 3: Real Time Complain Handling by Field Training

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Company : UCE Telecom Solution Ltd

Training on Customer Complain Handling

Address : IVY’s Legacy, House#22Road No : 108, Gulshan-2, Dhaka-1212Distribution Date : 9th March, 2012

METHODOLOGYThe training will be delivered in the Classroom using MS Power Point Presentation and projector. At the end of the class training, there will be field trials using DT & survey tools, Drawings, Layout, Laptop, TEMS, Mapinfo, Google Earth software with practical session and exercises. There will be a great emphasis on gaining practical experiences.

DETAILS

Venue:

1. Class Training : UCE office , Gulshan, Dhaka2. Field Training : Uday Tower/RM Center

Date & Time:

Date: 11 March 2012 &12 March

Time: 10:00am - 1:00pm and 2.00 pm – 4.00pm

Trainer & Attendees

Venue Trainer Attendees

Gulshan, Dhaka Shahbaz ,Jayson

1. Rudro Mohiuddin2. Sk. Adnan Rabbi3. Mohd. Tajul Islam4. Shuvashis Borma5.Sharif Imtiaz6.Md. Rashedul Kauser7. Gazi Shoeb Mahmood Shourov8. Md Rashidul Islam

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