Customer Complaint System: A Toolkit for Customer Service Improvement

Description

Course Format

Schedule and Fees

Course Overview

This specialized course addresses the problem of customer complaints by concentrating on its two components: the behavioral aspect related to the specific employee who interacts directly with the complainant and the system's or procedural aspect related to how the organization should handle a complaint at every stage, from the time it is raised to its resolution. The course also covers the necessary steps an organization must take in terms of culture development and openness before it can hope to benefit from complaints, recover unhappy customers, improve internal processes, and reach new levels of customer satisfaction. It does this by drawing on ISO 10002 guidelines and other international best practices.

Course Methodology

This course makes use of case studies, exercises, the creation of procedures and forms by work teams, role plays, as well as brief presentations by the consultant and the written or oral questions that follow and are discussed by the class.

Learning Objectives

At the end of this training course you will:

 Justify the critical function a system for managing customer complaints has in boosting an organization's performance.

 Showcase, step-by-step, how a well-trained employee responds to clients who are dissatisfied, win their trust and thanks, and ensures their contentment.

 Implement a mechanism for receiving consumer feedback to increase customer satisfaction and retention.

 Manage all aspects of the complaint management process, including reception, analysis, escalation, tracking, and all internal and external communication, from planning to conclusion.

 Create pertinent KPIs for the evaluation and audit of complaint systems.

Target Audience

Managers and employees of the customer complaint system, customer service, and support departments like HR and IT that give services to other departments (internal customers) within the company

Target Competencies

A focus on the client Outlook that is sympathetic Emotional stability Achieving standards Statistical judgment Workplace organization Emphasis on quality