Claim Handling Skill

Improve claim handling skill to strengthen customer satisfaction

Has your company’s claim handling process been implemented smoothly and effectively?

  1. Are you fully aware of the importance of claim handling to customer satisfaction?
  2. Do you thoroughly understand steps for effectively handling customers’ complaints both inside and outside the company?
  3. Do you deeply comprehend each customer group’s unique concerns in order to tailor appropriate claim handling strategies?

“Claim handling skill” training course at AIMNEXT VIETNAM could help you deeply understand the roles of claim handling to customer satisfaction. Besides, this course also equips you with full knowledge of the process and methods to effectively deal with each specific customer groups.

OVERALL

  • Duration:
  • Language:
  • Training venue:
  • Training method:
2 days
Vietnamese
At client’s company as required
Active learning through excercises, case study and group discussion etc.

OBJECTIVES

  • Enhance the awareness of the importance and impacts of claim handling to customer satisfaction.
  • Understand steps for implementing claim handling process.
  • Strengthen communication skill and ways of handling customers

TARGET

  • Managers and staffs in departments that directly contact to clients (sales department, customer care department etc.)

CONTENT

Part 1: What is customer satisfaction (CS)?
  • What is customer satisfaction?
  • Identify customer needs, wants and demands
  • Key factors strengthening customer satisfaction
Part 2: Customer claim & The structure of claim handling system
  • What is customer claim? The meaning of claim handling
  • ISO 10002 standard and PDCA cycle
  • Steps of claim handling process based on ISO 10002 standard.
Part 3: Effective claim handling process
  • External claim handling process
  • Internal corrective action process
  • Product withdrawal process
Part 4: Customer complaint behaviour & Communication skill for handling claims
  • Customer complaint behaviour
  • Communication skill
  • Ways of handling each specific customer groups
Part 5: Action Plan

COURSE EVALUATION

Until April 2017
130Participants have joined this course.
64Companies have used our service for this course.
100%Participants evaluate the course is "Useful"  (In which, "Very useful" is 69%).
100%Participants evaluate the consultant is "Good" (In which, "Very good" is 47%).

Participants' feedback

”The course helps me to understand customer more and know how listen to customers and to make them satisfied.”

(A participant from 2014 course)

”The course helps me to understand the process and method of claim handling”

(A participant from 2014 course)

REFERENCES

“Claim Handling Skill” pamphlet 

For the sample of training material please send your request to us here.