Handling Complaints According to POJK#1

in collaboration with Bintarti Widayanti, 25+ years Banking Practioner

OVERVIEW

  • Key skills and qualities for effective customer’s complaint handling
  • Skills for building rapport and engaging with customers
  • Demonstrating empathy whilst maintaining control of the conversation
  • Establishing customer’s needs through questioning and listening
  • Defusing difficult customer’s emotional responses

DURATION

  • 2 Days

AUDIENCES

  • Branch Front-end staff or any staff who are in contact with customers either face-to-face
    or over the telephone on daily basis