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Complaints Management - LCT International , Malaysia, Saudi Arabia, Singapore, Turkey, UAE, United Kingdom, Dubai, Riyadh, Kuala Lumpur, London, Istanbul

Wed, 14 May 2025 11:15:13 +04

Course Introduction:
This course offers strategies for effective complaints handling, emphasizing the importance of customer service, problem-solving, and feedback loops in improving business processes and customer satisfaction.

Course Outcomes:
Describe ways to handle complaints with confidence
Set standards of response and resolution
Improve first contact resolution pro-actively identifying complaints and fixing them
Turn around entrenched, emotionally charged and dissatisfied customers
Analyze complaints and recognize patterns to avoid them in the future

Who Should Attend:
Managers and executives from public and private sector organisation who want to design, improve and deliver enhanced complaints handling processes.

Managers responsible for customer service
Employees in the customer service department
Front-line teams who handle complaints through telephone, online, or face-to-face
Employees in the service sector and public utilities
Employees of banks and other financial service organisations
Marketing executives

Course Topics:
Main components of a Complaints Management Process

Identification of the elements of an effective complaints management process
International standards ISO 10002
Social technological political and economic factors that are changing customers expectation
Why complaints are important to an organisation
The risks and benefits inherent in complaints

What Customers Look for When They Complain

What makes best-in-class complaints handling
Setting a strategy for complaint management
The positive power of effective complaint handling
What is important to customers when they complain
Understand the justice customers are looking for when complaining

People Issues

Why customers choose to complain
How complaint handlers choose to respond
Communication styles and emotional intelligence
Build rapport

Skills and Behaviours Needed for Dealing with Complaints

Empathy and positive reactions
Listening and questioning skills
Dealing with difficult customers and problem behavior
Taking a future outcomes approach

Learning from Complaints

Data capture and analysis of complaints the complaints cycle
Case Study UK Ofcom Consumer Complaints Procedures Review
Customer service and culture change
Course summary and close

Cost: 4250 GBP

Duration: 5 Days

Customer Service Management - LCT International , Malaysia, Saudi Arabia, Singapore, Turkey, UAE, United Kingdom, Dubai, Riyadh, Kuala Lumpur, London, Istanbul

Wed, 14 May 2025 11:15:13 +04

Course Introduction:
Understand the essentials of delivering outstanding customer service, focusing on customer needs, service standards, and techniques for dealing with a range of customer interactions.

Course Outcomes:
Generate ideas to make improvements to the way they work with and respond to their customers
Meet the ever-increasing needs of their customers
Make a good first impression, develop and maintain ongoing relationships based on trust and high quality communication
Identify and solve problems related to customer satisfaction and the performance of customer service providers regarding their key performance areas
Manage difficult customers more effectively and confidently
Be more customer focused in their work
Apply teamwork in customer care
Improve handling of customers by frontline customer service providers

Who Should Attend:
This course has been designed for those who understand the importance of improving their customer service in the long term and is suited to those who deal with managing customer service or customer relationships; customer service professionals, service agents, front-line workers, managers, supervisors and business professionals who interact with customers and wish to improve both their skills and organisational success

Course Topics:
An Introduction to Customer Service

The core principles of customer service excellence
Understanding of the different types of customer and the value of customers and their loyalty
The costs and impacts of poor customer service
How measuring customer relationships can enable greater business success
Understanding unpleasant experiences

Essential Customer Service Communication Skills

The language and communication skills for successful interactions
The message drop-out
The three elements of effective communication
Building rapport with verbal communication
Adapt your behaviour to meet customers needs or expectations

Dealing with stress and calming upset customers

Understanding what makes customers upset
Contrast successful and difficult customer relationships
Strategies for calming upset customers; face-to face over the telephone via email
Understanding the stress of customer services roles
Managing or eliminating stress

Maintaining a positive and customer-friendly attitude

The individual in customer service activities10 Tools to help you manage your time in customer services
Maintaining a can do approach
Techniques for asking questions
Strategies for adding genuine value

Development of a toolkit to build stronger and long lasting customer relationships

Why the telephone is so important to customer service
Recognising the customers preference and adapting accordingly
Mastering the telephone
Understanding the signals you send out to customers
Identify and negotiate the best deal/outcome possible

Cost: 4250 GBP

Duration: 5 Days

Business Process Management - LCT International , Malaysia, Saudi Arabia, Singapore, Turkey, UAE, United Kingdom, Dubai, Riyadh, Kuala Lumpur, London, Istanbul

Wed, 14 May 2025 11:15:12 +04

Course Introduction:
Optimize your organisations workflows with this course on business process management. Learn to analyze, design, implement, and monitor effective business processes to improve operational efficiency and effectiveness.

Course Outcomes:
Describe the principles of business process management and apply them
Re-engineer a range of business process
Define key process outputs and impacts benefits of business process management
Engage with key stakeholders in relation to organisational processes
Address the people dimension of process management
Better utilise existing resources
Design and implement a business process improvement plan

Who Should Attend:
Delegates who have a good basic knowledge of quality principles and who are looking for best practice and structured ways of achieving leading edge best practice both for themselves and their organisation. It is also designed for business managers, business analysts, process analysts and practitioners involved in process-based change and the automation of process solutions.

Course Topics:
principles of Business Process Management

Purpose and function of Business Processes
Methodologies for process improvement
Organisational benefits from having an effective and efficient process
Links between business strategy and business processes
Use a process-based approach to business process change management

Innovative techniques and process improvement ideas

Identifying root causes of process problems
Cause and effect analysis
Analysing effectiveness and efficiency
Analyse and scope a business process problem
Developing a process improvement project

Process Management the People Dimension

Engaging with process stakeholders
Critical success factors in managing people and business change
A roadmap for managing the human aspects of process change
Designing an effective communication plan
Reduce risk and anticipate manage and avoid potential conflicts

Tools and techniques to model analyse manage measure and improve processes

The importance of process mapping
Performa a viable Gap analysis
Develop critical measures for evaluating business process performance
Benchmarking processes against best practices
Measuring the process improvement
Create BPM process flow diagrams

Implementing a new Process Plan

Securing commitment from the leadership team
Overcoming resistance to new ways of working
Piloting process improvements
innovative techniques to consistently discover process improvement ideas
Monitoring and optimising the implementation

Cost: 4250 GBP

Duration: 5 Days

Strategic Operations for the Public Sector - LCT International , Malaysia, Saudi Arabia, Singapore, Turkey, UAE, United Kingdom, Dubai, Riyadh, Kuala Lumpur, London, Istanbul

Wed, 14 May 2025 11:15:12 +04

Course Introduction:
Improve operational efficiency in public sector organisations by applying strategic frameworks and best practices. This course focuses on delivering value through cost control, performance improvement, and stakeholder engagement.

Course Outcomes:
Develop and implement effective operational strategies for the public sector
Optimise resource allocation and service delivery
Manage operational risks and ensure compliance with public sector regulations
Use data-driven decision-making to improve operational performance
Align operations with broader public policy objectives

Who Should Attend:
Public sector managers and leaders
Government officials responsible for service delivery
Operations professionals in public organisations
Consultants working with government and public sector bodies

Course Topics:
Public Sector Operational Strategy

Developing operations strategies in the public sector context
Aligning operations with policy and strategic objectives
Frameworks for operational planning and execution
Ensuring accountability and transparency in public sector operations

Resource Management and Allocation

Optimising resource use in the public sector
Managing budgets and financial constraints
Human resource management and capacity building
Balancing efficiency with service quality and delivery

Risk Management and Compliance

Identifying and managing risks in public sector operations
Ensuring compliance with regulations and policies
Crisis management and contingency planning
Governance and ethical considerations in public operations

Data-Driven Decision-Making

Using data to improve public sector performance
Analytics and performance metrics for service delivery
Leveraging technology for operational efficiency
Reporting and accountability through data

Innovation in Public Sector Operations
Driving innovation in public service delivery
Adopting new technologies for operational improvement
Lean management and process optimisation in the public sector
Building a culture of continuous improvement and innovation

Cost: 4250 GBP

Duration: 5 Days

Lean, Agility, Productivity: The Capability Set of the Business - LCT International , Malaysia, Saudi Arabia, Singapore, Turkey, UAE, United Kingdom, Dubai, Riyadh, Kuala Lumpur, London, Istanbul

Wed, 14 May 2025 11:15:11 +04

Course Introduction:
Discover how to enhance your organisations performance by integrating lean, agile, and productivity principles. This course teaches you to streamline processes, reduce waste, and boost productivity.

Course Outcomes:
Understand the principles of lean management and agile methodologies
Implement strategies to increase organisational efficiency and reduce waste
Learn to foster agility and adaptability in a fast-changing market
Boost productivity through process optimisation and team collaboration
Create a culture of continuous improvement and operational excellence

Who Should Attend:
Operations managers and team leaders
Business owners and executives
Process improvement specialists
Professionals involved in project management and business development

Course Topics:
Introduction to Lean Management

Lean principles: Value, waste elimination, and flow
Identifying and eliminating waste in business processes
Streamlining workflows for maximum efficiency
Tools and techniques for lean process improvement

Agility in Business Operations

Agile methodologies: Scrum, Kanban, and others
Adopting agile principles to enhance flexibility and responsiveness
Cross-functional teams and collaboration in agile environments
Continuous feedback and iteration for business success

Boosting Productivity through Process Optimisation

Analysing current workflows and identifying bottlenecks
Implementing time-saving techniques and tools
Balancing productivity with quality and innovation
Setting productivity metrics and tracking performance

Driving Organisational Change and Agility

Leading change initiatives using lean and agile approaches
Building a culture of agility and adaptability
Overcoming resistance to change and fostering collaboration
Continuous improvement as a mindset for operational success

Sustaining Long-Term Productivity and Performance

Embedding lean and agile practices into company culture
Strategies for maintaining momentum in lean and agile transformations
Scaling lean and agile methodologies across the organisation
Monitoring and sustaining long-term gains in productivity

Cost: 4250 GBP

Duration: 5 Days

Advanced Customer Service Management - LCT International , Malaysia, Saudi Arabia, Singapore, Turkey, UAE, United Kingdom, Dubai, Riyadh, Kuala Lumpur, London, Istanbul

Wed, 14 May 2025 11:15:11 +04

Course Introduction:
Explore advanced concepts in customer service management, including designing customer service strategies, managing service teams, and creating metrics to measure service excellence.

Course Outcomes:
Communicate more effectively and positively with customers
Create good first impressions and build trust levels
Meet high standards of response and resolution
Develop their own personal toolkit to lift service levels
Improve first contact resolution pro-actively identifying complaints and fixing them
Turn around entrenched, emotionally charged and dissatisfied customers
Analyze complaints and recognize patterns to avoid them in the future

Who Should Attend:
Managers and executives from public and private sector organisation who want to design, improve and deliver superior customer services, including:

Managers and customer-facing employees wishing to raise their organisations level of service
Front-line teams who respond to verbal and written service enquiries and complaints
Employees in the service sector and public utilities
Supervisors and service team members
Marketing executives

Course Topics:
An Introduction to Customer Service

The core principles of customer service excellence
Understanding of the different types of customer and the value of customers and their loyalty
The costs and impacts of poor customer service
How measuring customer relationships can enable greater business success
Understanding unpleasant experiences

Essential Customer Service Communication Skills

The language and communication skills for successful interactions
The message drop-out
The three elements of effective communication
Building rapport with verbal communication
Adapt your behaviour to meet customers needs or expectations

Dealing with stress and calming upset customers

Understanding what makes customers upset
Contrast successful and difficult customer relationships
Strategies for calming upset customers; face-to face over the telephone via email
Understanding the stress of customer services roles
Managing or eliminating stress

Maintaining a positive and customer-friendly attitude

The individual in customer service activities
10 Tools to help you manage your time in customer services
Maintaining a can do approach
Techniques for asking questions
Strategies for adding genuine value

Development of a toolkit to build stronger and long lasting customer relationships

Why the telephone is so important to customer service
Recognising the customers preference and adapting accordingly
Mastering the telephone
Understanding the signals you send out to customers
Identify and negotiate the best deal/outcome possible

Main components of a Complaints Management Process

Identification of the elements of an effective complaints management process
International standards ISO 10002
Social technological political and economic factors that are changing customers expectation
Why complaints are important to an organisation
The risks and benefits inherent in complaints

What Customers Look for When They Complain

What makes best-in-class complaints handling
Setting a strategy for complaint management
The positive power of effective complaint handling
What is important to customers when they complain
Understand the justice customers are looking for when complaining

People Issues

Why customers choose to complain
How complaint handlers choose to respond
Communication styles and emotional intelligence
Build rapport

Skills and Behaviours Needed for Dealing with Complaints

Empathy and positive reactions
Listening and questioning skills
Dealing with difficult customers and problem behavior
Taking a future outcomes approach

Learning from Complaints

Data capture and analysis of complaints the complaints cycle
Case Study UK Ofcom Consumer Complaints Procedures Review
Customer service and culture change
Course summary and close

Cost: 7250 GBP

Duration: 10 Days

Operational Risk Management - Convertas , Dubai,Kuala Lumpur, Istanbul,Malaysia,Turkey,United Arab Emirates

Sun, 09 Dec 2018 11:37:25 +04

Day One
Risk identification tools and emerging risks
Tools and techniques for risk identification
Risk register: a list
Risk connectivity: network of risks
World economic forum: risk map
Emerging risks
Implementing ORM: the invisible framework
Governance of Operational Risk
1st line and 2d line: The partnership model
Use and reuse: The Invisible Framework
Business value of ORM

Day Two
Risk reporting and Conduct reporting
Modern issues on events and risk reporting: the regulator's view
Analyzing operational risk data: get insight, tell a story
Management information: the "reporting cake"
Aggregate and escalate risk information: your options
Conduct reporting: themes and details
Implementing the Desired Risk Culture: a method
Defining Risk Culture
Acting on behaviours: the Influencer
Necessary conditions: willingness and ability
Risk Culture: DESIRE steps: Define, Inspire, Support, Enable, Reinforce, Evaluate
Assessing the risk culture

Day Three
Defining Risk Appetite statements and tolerance limits
Industry guidance on Risk Appetite
Risk appetite, tolerance, risk limits and controls
Templates and options for actionable Risk Appetite
Risk Appetite Statements: Features and Examples
Cascading Risk Appetite: RCSA & Indicators
KRI and risks limits
Internal Controls: Human Error and Control Design
Slips and mistakes: Typology and causes of human errors
HRA: Human Reliability Analysis and other methods
Understand and treat the causes of human error
Effective or Illusory controls
Prevention by Design

Day Four
Root causes analysis
Root cause analysis: tool and method
Benefits of root cause analysis:
Treating causes over symptoms
Bow-tie: a most effective tool to define:
*    Preventive and corrective controls
*    Leading KRIs
*    Risk likelihood and expected impact
Features and types of leading KRIs
Features of leading KRIs
KRI, KPI, KCI: definitions and ;
A typology of Key Risks indicators

Day Five
Cyber threats and information security
Cyber threat landscape
An old emerging risk
Key controls in cyber security
Physical and behavioural measures
Priorities in prevention
Lessons learnt from some incidents
Scenario Analysis: Governance, Stress testing and Assessment methods
Four dimensions of stress-testing
Steps and governance of scenario analysis
Tackling behavioral biases in scenario assessment
Industry practices and lists of scenarios
Assessing probabilities of rare events
Acting on Scenario Analysis
Reorganisation risk and project management
Risk due to changes and reorganisations
The trap of cost-cutting
Invisible opportunity costs
Essentials of project risk management

Cost: 3995 USD

Duration: 5 Days

Operations Management for Hospitality - Convertas , United Arab Emirates,Dubai,Malaysia,Turkey,United Kingdom

Tue, 17 Oct 2017 16:04:31 +04

Day 1:
· Values, Vision, Mission,
· Impacts of Organizational Culture
· Strategy and Balanced Score Card
· Traditional vs. High-Performance Service Organizations
· Quality Management in High-Performance Service Organizations
· Implement Managing for Quality
· Reducing Quality Costs
· Leadership Excellence

Day 2:
· Managing for Quality
· Quality Drives Corporate Culture
· Satisfying External Customers
· Planning & Implementing World-Class Service
· Customers’ Perceptions of Service Quality
· Integrating Quality Service

Day 3:
· Financial Statements
· Major Financial Statements
· Balance Sheet
· Income Statement
· Hotel / Hospital Department Schedules
· Controllable Expenses
· Statement of Cash Flow
· Statement of Retained Earnings

Day 4:
· Supervision and Management
· Supervisory Responsibilities & Listening Skills
· Time Management Practices
· Human Resources Functions
· Effective Supervision Technque
· Team Management
· Leadership
· Forming High Performance Teams

Day 5:
· Policies, Controls and Communications
· Property & Premises Safety
· Information Technology Security
· Food & Beverage Safety
· Automobile Liability
· Guest Safety
· Staff Safety
· Emergency & Disaster Plans

Cost: 3995 USD

Duration: 5 Days