Customer Complaint Management
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Customer Complaint Management Course
Introduction:
In this focused course, we address customer complaints from two angles: the behavioral aspect, concerning the individual employee's interaction with the complainant, and the system/procedural aspect, guiding organizations on handling complaints effectively from start to finish. Drawing on ISO 10002 guidelines and global best practices, this course also emphasizes the crucial cultural development and openness required for organizations to leverage complaints, regain dissatisfied customers, enhance internal processes, and attain unprecedented levels of customer satisfaction.
Course Objectives:
By the end of the course, participants will be able to:
- Understand the concept and importance of customer feedback.
- Map the flow of customer feedback in an organization.
- Design a customer feedback system to enhance organizational performance.
- Assess and audit complaints systems.
- Defend the vital role of a customer complaints management system in enhancing organizational performance
- Demonstrate how a properly trained employee handles, step-by-step, complaining customers gain their confidence and gratitude and secures their satisfaction
- Implement a customer feedback system that will maximize customer satisfaction and retention
- Manage every phase of the complaint handling process from preparation to closing including receipt, analysis, escalation, tracking, and all internal and external communication
- Formulate relevant key performance indicators to assess and audit compliant systems
- Improve existing systems and benchmark against world-class standards.
Who Should Attend?
Staff members who deal with customer feedback and customer service staff or team members who are working to develop effective customer feedback systems.
Course Outlines:
Introduction to Understanding your Customers
- Who Is your Customer?
- The Principle Foundation of Retaining and Developing Our Customer Base
- The Service Mix
- Defining Customers’ Expectations
- Importance of Customer Feedback
- Types of Customers
Introduction to Complaints Management
- What Is a Complaint?
- What Are the Sources of Complaints?
- Why Should an Organization Seek Complaints?
- Satisfaction versus Loyalty
- The Kano Model
- Levels of Complaints
- Handling Complaints Process: The Behavior
- Complaints: Golden Opportunities for Improvement
Introduction to Complaints Management Standards
- Why Standards?
- Types of Standards
- ISO 10002 as a Model
- Essential Elements of a Complaints Management System
- Scope and Policy
- Planning
- Resource/Competence
- Logging and Receiving Complaints
- Implementation and Operation
- Management Review
- Corrective and Preventive Actions
- Guiding Principles
- Writing a Customer Complaint Procedure
- The Impact of Customer Attitudes towards Complaining and Organizational Reactions
- Designing and Implementing an Effective Customer Complaint System
- Complaint Definition, Handling, Escalation and Resolution
- Developing a System Including Workflow and Process Mapping
Assessing and Monitoring a Complaints Management System
- Monitoring, Measurement and Management Review
- Metrics, Measures and Key Performance Indicators for Complaints
- Analysis of Complaints
- Audits in Principle and Practice
- Advantages of Effective Root Cause Analysis
- Typical Classification of Root Causes
- Symptoms versus Causes
Workshop & Cases studies