Effective Complaint Handling for Front Liners & Managers

1. WWW.FOSTERANDBRIDGEINDONESIA.COM
Effective Complaint Handling
For Front Liners & Managers
Managing Complaint & Emotional Healing
2 Days (14 Contact Hours)

2. Effective Complaint Handling
For Front Liners & Managers
Managing Complaint & Emotional Healing
The ability to deal directly with customers or clients with complaints is crucial for any front-liners or managers in charge. It needs a
specific set of skills with certain level of experiences. It also requires the professionals to have better understanding and to have the
ability to control of the overall situation. At the end of the day, it is the customers and clients that become the main reason of our
business existence.
FOSTER & BRIDGE INDONESIA

3. About The Program
The ability to deal directly with customers or clients with complaints is crucial
for any front-liners or managers in charge. It needs a specific set of skills with
certain level of experiences. It also requires the professionals to have better
understanding and to have the ability to control of the overall situation. At the
end of the day, it is the customers and clients that become the main reason of
our business existence.
This program will equip the participants to recognize types of customers and
to understand how to deal with several scenarios of complaint. They will learn
how to deal and manage the situation to the best interest of all parties
involved. This program will also address the motivational state and stress
aspect of the participants who have to deal with the above situation.
The program will guide them how to heal their emotional and maintain
motivational level required from any professional front-liners and managers in
this area.
EFFECTIVE COMPLAINT HANDLING
FOR FRONT LINERS & MANAGERS - 2 DAYS
FOSTER & BRIDGE INDONESIA

4. This program is highly recommended for
All Front Liners & Managers
All Front-liners (Customer Service, Relationship Management, Front Office, and other customer-related professional)
All Managers who will eventually deal with customers complaints.
Who Should Attend
CHANGE MANAGEMENT FOR PROFESSIONALS – 2 DAYS
FOSTER & BRIDGE INDONESIA

5. • Recognizing customer types
• Recognizing complaint types
• Dealing with complaints
• Understanding body languages
• Effectively handling the complaints
• Motivating and healing emotional state
• Stress therapy
• Exercises
WHAT YOU WILL LEARN
Effective Complaint Handling
For Front Liners & Managers
M a n a g i n g C o m p l a i n t & E m o t i o n a l H e a l i n g
FOSTER & BRIDGE INDONESIA

6. Through active participation, mini
presentation, group discussion,
experience- sharing, fun related games
and quiz, personal and group work
exercises, presentation and evaluation.
Participants will actively involve in
exploring discoveries and implementing
the principles of powerful presentation.
30% - Lecture / Theory
40% - Exercises / Role Playing
30% - Discussion
How We
Deliver The
Program
CHANGE MANAGEMENT
FOR PROFESSIONALS - 2 DAYS
FOSTER & BRIDGE INDONESIA

7. How To Register
CHANGE MANAGEMENT
FOR PROFESSIONALS - 2 DAYS
• Fill the registration form
• Send it back by email to: program@fosterandbridgeindonesia.com
1. REGISTER THE PARTICIPANT
• We will contact you for registration confirmation
• We will run the training if the minimum number of participant is achieved
2. CONFIRMATION
• Once the class is confirmed to run, please complete the payment, and
• Make the transfer to:
BCA. AC/No. 523.500.8855
Formasi Bina Interaksi
3. PAYMENT
FOSTER & BRIDGE INDONESIA

8. ABOUT
FOSTER & BRIDGE
INDONESIA
Foster & Bridge Indonesia is part of Formasi Accoladia Group
that focuses on the professional development business in
Indonesia. We are supported by highly qualified
professionals in Training & Development and T&D
Management fields. We are also supported and professional
facilitating team with actual hands-on working experiences
in their respective fields.
Our Business Group
FOSTER & BRIDGE INDONESIA
NURTURING | ELEVATING | CONNECTING

9. ENERGY & UTILITIES TECHNOLOGYFINANCE & BANKING
OUR CLIENTS’ BUSINESSES
B2B SERVICES HEALTHCARETRANSPORTATION
EDUCATION CONSUMER GOODSMANUFACTURING
TELECOMMUNICATION OTHERNON-PROFIT
FOSTER & BRIDGE INDONESIA

10. OUR EXPERIENCES
Since our launching in Indonesia, 4 years ago, we have worked together with hundreds of professionals and HR/Training Partners from
countless national and multinationals organizations. Thank you for all of your trust to work with us. We will not let you down.
ABM Investama, Tbk
Aero System Indonesia
Altus Logistics
Amway Indonesia
Asuransi Bintang
Asuransi Jiwa Generali
Indonesia
Asphalt Bangun Sarana
Australian Embassy Jakarta
Bahana Pembinaan Usaha
Indonesia (Persero)
Bank ANZ Indonesia
Bank BCA Syariah
Bank CIMB Niaga
Bank Commonwealth
Bank BTPN
Bank Maybank Syariah
Bank Mega
Bank QNB Kesawan
BASF Indonesia
Becton Dickinson Indonesia Ltd
Berlian Sistem Informasi
Bauer Pratama Indonesia
Carl Zeiss
Chandra Asri Petrochemical,
Tbk.
Cipta Kridatama
Cantika Puspa Pesona
Canvas Development
Cedefindo
Citarasa Prima Group
Clariant Adsorbent Indonesia
Daya Adicipta Mustika – Daya
Group
East Jakarta Industrial Park
Eastspring Investment
EATIKI (Qraved)
FMC Health & Nutrition
Farpoint
Freeport Mc-MoRan Inc.
Fortune Indonesia
Givaudan Indonesia
GrabTaxi Indonesia
Gemalto Smart Cards
HERO Supermarket, Tbk
Hitek Nusantara Off Shore
ICBC Indonesia
Indesso Niagatama
Indonesian International
Education Foundation (IIEF)
Indosat Ooredoo, Tbk
Integrated Healthcare
Indonesia, Tbk
International Recovery
Ivo Mas Tunggal – Sinarmas
Group
Jakarta Centre for Law
Enforcement
Cooperation(JCLEC)
Jakarta International Container
Terminal (JICT)
Jardine Lloyd Thompson
JAPFA Foundation
JasAero Engineering
ServicesJasa Marga (Persero)
JLC Sourcing & Services Ltd.
Indonesia
K-Swiss International
Manufacturing Ltd, Indonesia
Kaltim Prima Coal
Kawi Agung Kencana
KBC Advanced Technologies –
Singapore
Kiroyan Partners
Kreasiboga Primatama
Kompas Gramedia
Lexus Indonesia
Martina Berto, Tbk. – Martha
Tilaar Group
Metrodata Electronics, Tbk
Oracle Indonesia
OCBC NISP
Petra Energy
Putera Sampoerna Foundation
Rabobank Indonesia
Rafless Medika Indonesia
Rajawali Corporation
Sandvik SMC
School of Government and
Public Policy
Shelf Drilling
Syngenta Indonesia
Solusindo Kreasi Pratama –
Tower Bersama
SWA Magazine
Syailendra Asia
Sun Education Group
Takeda Indonesia
Tetra Pak Stainless Equipment
TOTAL E&P Indonesie
Triputra Group
Universitas Siswa Bangsa
International
UNFPA (United Nations
Population Fund)
USG Boral
Vale Indonesia
VivaStor Techno Logica
FOSTER & BRIDGE INDONESIA

11. We continuously expand our program
offerings. Any programs that will
nurture, elevate, and connect
professionals with better outcomes.
COMPREHENSIVE PROGRAM OPTIONS
We carefully selected our facilitating
team with our own unique criteria to
ensure quality program delivery and
client experience in any of our programs.
PROFESSIONAL & QUALIFIED FACILITATORS
Our business is focused on T&D
programs only. We dedicate our lives
on this professional development
field only. No side businesses.
SPECIALIST IN TRAINING & DEVELOPMENT
We build our own elearning system to
ensure your learning journey
continues long after our class.
We truly believe that our programs are
more than our classroom delivery. It goes
beyond that. An experience of itself.
Our team are dedicated professionals
in T&D management field. We are very
passionate in T&D & Learning fields.
ELEARNING SUPPORTED FRIENDLY STAFFS & LEARNING EXPERIENCEPROFESSIONAL TEAM & MANAGEMENT
WHY US?
FOSTER & BRIDGE INDONESIA

12. We at Foster & Bridge Indonesia understand that your
Learning journey does not stop at our classroom. It
goes beyond that and you need to access all of your
training materials at anytime, anywhere you need them.
Our My-Leaps system is specifically designed to cater
this very need. After your class with us, you are
automatically signed up for 12 months access to your
free-of-charge My-Leaps account.
You can access the softcopy of your training materials,
forms, and templates used in your class. You can
access more additional materials, videos, and also your
class photos! Easy. Simple. And Free!
Yes, we do have our own eLearning system
MY-LEAPS ELEARNING SYSTEM
FOSTER & BRIDGE INDONESIA

13. Our My-Leaps system is
accessible using various
tools. Mobile. Laptop, etc.
ANY GADGETS READYADDITIONAL VIDEOS
Your My-Leaps account is
ready anytime and anywhere
you need it.
24/7 - ALL YEAR ACCESS
Our system enables our
clients to set up internal tests
or certification. Interested?
INTERNAL TEST READY
You can access them
anytime you need them. No
more USB drive at class.
TRAINING MATERIALS
Never lose your training data
& materials. We manage
them well.
REPOSITORY SYSTEM
Relive your class experience
with us. Stay connected with
all of your classmates.
CLASS PHOTOS
Test your understanding on
the materials or other
interesting subjects.
QUIZZES & TESTS
We curated additional videos
that will enrich your
knowledge & understanding.
MY-LEAPS SUPPORTS
FOSTER & BRIDGE INDONESIA

14. OUR CLASS GALLERY
FOSTER & BRIDGE INDONESIA

15. OUR CLASS GALLERY
FOSTER & BRIDGE INDONESIA

16. Get Connected
@fosterandbridgeid
Contact our team to discuss your upcoming development
programs. Our team is ready to help and to work with you.
Foster & Bridge Indonesia
Foster & Bridge Indonesia
http://www.fosterandbridgeindonesia.com
Menara Palma 12th Fl. Jl. HR Rasuna Said Kav.6
putri @ fosterandbridgeindonesia.com
+62 21 2939 1228
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Jl. HR Rasuna Said Kav. 6
Jakarta Selatan 12950
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FOSTER & BRIDGE INDONESIAImages by 123RF Photo Stock