TRAINING HANDLING COMPLAINT AND DIFFICULT CUSTOMER

Training Penanganan Kompalain Dan Konsumen Sulit

Training Pengenalan Handling Complaint And Difficult Customer

Pembicara
Drs. Elyus Lanin, M.Si.  has worked with many nationwide most wellknown organizations & companies, to include Department of Foreign Affairs, PT. Jamsostek, PT. Industri Pesawat Nusantara, RCTI, Bank Indonesia, PT. Kertas Kraft Aceh, PT. Jasa Raharja, PT. Indosat Tbk, PT. Telkom Tbk, BCA, PT. Unilever, HMS Sampoerna Tbk, PT. Freeport Indonesia, PT. Pupuk Sriwijaya, PT. Timah Tbk, Pertamina, PT. Krakatau Steel, PT. Wijaya Karya, PT.Bukit Asam, Garuda Indonesia, Indomobil, Bappenas, Bank Mandiri, PT. Askes and more; either as a consultant or professional trainer.

He applies his 15-plus years of management experience and expertise in human resources functional and management to deliver messages that focus on simple solutions to common, personal and organizational problems on each of his assignment.  His field of expertise including structuring company’s organizational chart, job descriptions & specifications, payroll systems & models, thus it’s functional. When it comes to motivating and training people, Mr. Lanin is a simply entertaining, energetic and effective motivational keynote trainer/speaker who has presented over 200 training classes and seminars to include Effective Decision Making, Training for Trainers, Leadership & Selling Skills and last but not least Presentation Techniques.

OUTLINE PROGRAM :
1. Penyebab pelanggan complaint.
2. Hal-hal untuk menghindari complaint.
3. Membentuk mindset : complaint adalah sebuah ‘Hadiah’
4. Teknik menangan Keluhan Pelanggan
5. Difficult customer dan cara menghadapinya
6. Perlunya program penanganan keluhan yang menyeluruh
7. Teknik mencari dan mengenali keluhan pelanggan.
8. Menangani keluhan atau keberatan:
+ Kontak pertama (menciptakan kesan pertama yang positif)
+ Sikap positif terhadap pelanggan.
+ Komunikasi yang efektif
+ Active listening
9. Menangani keluhan melalui berbagai jenis media
10. Tipe pelanggan unik dan sulit
11. Cara mengelola pelanggan unik dan sulit
12. Menghadapi pelanggan yang sulit, marah dan agresif
13. Recovery (merebut kembali pelanggan yang kecewa)

METODE TRAINING:
Beberapa metode yang digunakan dalam pelatihan ini adalah:
1.    Pengajaran
2.    Role Play
3.    Aktivitas permainan
4.    Pengambilan hikmah
5.    Diskusi tim kecil
6.    Kontemplasi
Semua metode tersebut dikombinasikan dengan mengutamakan metode adult learning dan interactive experiential learning.

Siapa yang sebaiknya hadir dalam training ini
Manajer/Kepala Bagian & para Karyawan  yang sering melakukan negosiasi atau lobby ke pelanggan

• batch 1 : 7–18 Jan 2026 | 14–15 Jan 2026 | 21–22 Jan 2026 | 28–29 Jan 2026
• batch 2 : 4–15 Feb 2026 | 11–12 Feb 2026 | 18–19 Feb 2026 | 25 –26 Feb 2026
• batch 3 : 4–5 Mar 2026 | 11–12 Mar 2026 | 25–26 Mar 2026
• batch 4 : 6–7 Apr 2026 | 14–15 Apr 2026 | 21–22 Apr 2026 | 28–29 Apr 2026
• batch 5 : 6–7 Mei 2026 | 12–13 Mei 2026 | 20–21 Mei 2026 | 25–26 Mei 2026
• batch 6 : 2–3 Jun 2026 | 10–11 Jun 2026 | 17–18 Jun 2026 | 24–25 Jun 2026
• batch 7 : 8–9 Jul 2026 | 15–16 Jul 2026 | 22–23 Jul 2026 | 29–30 Jul 2026
• batch 8 : 5–6 Aug 2026 | 12–13 Aug 2026 | 18–19 Aug 2026 | 26–27 Aug 2026
• batch 9 : 2–3 Sep 2026 | 9–10 Sep 2026 | 16–17 Sep 2026 | 23–24 Sep 2026
• batch 10 : 7–18 Okt 2026 | 14–15 Okt 2026 | 21–22 Okt 2026 | 28–29 Okt 2026
• batch 11 : 4–5 Nov 2026 | 11–12 Nov 2026 | 18–19 Nov 2026 | 25–26 Nov 202
• batch 12 : 2–3 Des 2026 | 9–10 Des 2026 | 29–30 Des 2026

Investasi dan Lokasi pelatihan:

• Yogyakarta
• Jakarta
• Bandung
• Bali
• Surabaya
• Lombok

Catatan : Apabila perusahaan membutuhkan paket in house training, anggaran investasi pelatihan dapat menyesuaikan dengan anggaran perusahaan.

Fasilitas :

• FREE Airport pickup service (Gratis Antar jemput Hotel/Bandara/Stasiun/Terminal)
• Module / Handout
• Flashdisk
• Sertifikat
• FREE Bag or bagpackers (Tas Training)
• Training Kit (Dokumentasi photo, Blocknote, ATK, etc)
• 2xCoffe Break & 1 Lunch, Dinner
• FREE Souvenir Exclusive
• Training room full AC and Multimedia