CCHP – CERTIFIED COMPLAINT HANDLING PROFESSIONAL

CCHP – CERTIFIED COMPLAINT HANDLING PROFESSIONAL 

*International Certification issued by American Academy of Project Management (AAPM®), Colorado, USA*

AVAILABLE – ONLINE & OFFLINE TRAINING – ONLINE CERTIFICATION

• 4-5 Desember 2025,  Hotel Malyabhara, Malioboro, Yogyakarta (almost Running)

Tanggal dan Lokasi training  lainnya silakan KLIK DI SINI

BACKGROUND

The Certificate in Complaint Handling CCHP® from International Board of Standards IBS is a professional qualification aimed at those managing customer complaints, orsupporting this function. There are no entry requirements to study for the Certificate, making it ideal for those looking to develop their professional knowledge and understanding and to enhance their overall competence in this critical area. Line managers and learning and development professionals may be interested to note that, with an option for full online delivery, it is ideal for organizations looking to roll this out to larger, targeted audiences of learners.

At the successful completion of the training participants will be awarded certificate designating them as a Certified Complaint professional certificate CCHP®.The American Academy Complaint Handling IBS® training and certifications based on the approach from this high-level perspective and given adequate time, attention and resources,and without these things, the results which are looked for will be missing out on a tremendous opportunity for the participants organizations.

American Academy offers a full array of unique Professional Management certification courses to start or enhance participants’ career in Complaint Handling Management.

The designation program is Internationally recognized as the industry leader for professional development training in the field of quality management It balances scientifically supported quality management theory with practical application. Participants will learn the latest in conflict handling management research and how to apply it in a practical manner at any workplace.

The IBS^® certification process, as administered by Council of Higher Education and Accreditation CHEA, identifies to the public that those individuals who have been authorized to use the IBS^® certification marks in the globe have met rigorous professional standards and have agreed to adhere to the principles of integrity, objectivity, competence, fairness, confidentiality, professionalism and diligence when dealing with clients.

CONTENTS CERTIFIED COMPLAINT HANDLING PROFESSIONAL 

1. Build Rapport and connect with your customer

• • Use conversational language to your advantage
  • Build a connect with the customer
  • Ask questions to build an innerview
  • Understanding customer expectations
  • Create a successful interaction with the customer

2. Customer Service Principles

• • Understand their requirement
  • Know the customer service principles
  • Set the foundation with the pillars of customer service
  • Set a professional approach towards defining their experience

3. Create Trust Credibility & Respect

• • Set the importance of building trust with the customers
  • Stakeholder credibility management
  • Knowing which one is key – trust credibility or respect

4. Build the Right Attitude

• • Find out about knowledge skill and attitude
  • Build the right attitude and develop success
  • Show the approach of gratitude
  • Focus on the positives
  • Invoke the conversation with a peaceful approach
  • See the perspective of giving with joy
  • Recognize your abilities and areas of growth

5. Develop Empathy

• • Recognize the critical role of listening in customer service
  • Know the different levels of listening
  • Acknowledgment of needs
  • Working on active empathy
  • Customer Conflicts and Managing Disputes

6. Communication Skills

• • A two-way communication
  • Types and Impact of communication styles
  • Understand how communication works and doesn’t work
  • Recognize the filters to communication
  • How to overcome communication barriers?
  • Recognize the importance of non-verbal communication
  • Body Language – Radiating a Positive Energy

7. Dealing with Customers complaints

• • Complaint resolution through active listening
  • Go beyond the obvious to support the customer
  • Bring in sensitivity in dealing with customers complaints
  • Defuse the anger and create successful relationship

8. Handling Customer Complaints

• • Understanding the different kind of complaints
  • Bring in creativity in solving the customer problems
  • Create a structure to deal with conflicts and complaints
  • The thirty second rule
  • Reduce the number of complaints
  • Create customer – champions

9. Customer Centric – Resolve Customer Complaints Model

• • Learn the 4-step approach to handling customer complaints
  • Defuse the emotional responses by the customer when making complaints
  • Handle complaints effectively
  • Review complaints and focus on satisfaction
  • Create a win – win for the customer and your organization

TARGET DAN AUDIENCE

1. Human Resource Professionals
2. Managers
3. Supervisors
4. Team leaders
5. Employees and Staff
6. P ersonnel dealing directly with customers
7. Customer Complaints Teams
8. Customer Service / Sales Teams
9. Customer Complaints – Escalations Department
10. Customer Complaints Call Centre Employees
11. Customer facing – Team managers
12. Customer Service – Quality Coaches, Trainers and Supervisors

TRAINING METHODS

The training can be conducted using two methods, allowing participants to choose the most suitable option:

Offline Training Method:

1. The instructor conducts face-to-face training for 8 hours per day (8:00 AM – 4:00 PM (WIB)) over 2 scheduled days.
2. Techniques used: presentations, discussions, practical exercises/simulations, roleplay, and case studies.
3. The training is conducted in a classroom setting.

Live Online Training Method:

1. The instructor conducts live training for 4 hours per day (8:00 AM – 12:00 PM or 1:00 PM – 5:00 PM (WIB)) over 2 scheduled days.
2. Techniques used: presentations, discussions, practical exercises/simulations, roleplay, and case studies.
3. The training is conducted via Zoom or Google Meet.
4. Live Online Training Requirements:

1. 1. Participant Preparation
      • It is recommended to use a laptop instead of a smartphone.
      • Ensure a stable internet connection.
      • Prepare notebooks and writing tools.
      • Participants must install the necessary applications before the training session. If assistance is needed, they may contact our staff before the training begins.
   2. Platforms Used
      • The primary platforms for live training sessions are Zoom or Google Meet.
      • Materials, assignments, and documents can be accessed via Google Classroom, Google Drive, Email, or WhatsApp, depending on the organizer’s instructions.
   3. How to Join the Video Conference
      • The organizer will send an invitation link.
      • Click on the provided link and follow the instructions.
      • You will be directed to the video conference session.

Examination Method

• The examination will be conducted on the third day or according to a mutual agreement.
• The exam will be held online using Zoom or Google Meet.
• Participants will be required to complete 50 multiple-choice questions within a 2-hour time limit.

LEAD INSTRUCTOR

American Academy Certified Consultant

Training Schedule 2025

The training schedule can be adjusted based on participants’ requests and trainer availability.

November 2025

| 14-15 November 2025
| 17-18 November 2025
| 19-20 November 2025
| 21-22 November 2025
| 24-25 November 2025
| 26-27 November 2025
| 28-29 November 2025

December 2025

| 1-2 December 2025
| 3-4 December 2025
| 5-6 December 2025
| 8-9 December 2025
| 10-11 December 2025
| 12-13 December 2025
| 15-16 December 2025
| 17-18 December 2025
| 19-20 December 2025
| 22-23 December 2025
| 26-27 December 2025
| 29-30 December 2025

Jadwal Training 2026

Investments and Facilities 

CCHP – CERTIFIED COMPLAINT HANDLING PROFESSIONAL