Learn strategies to turn the potential negatives of a customer complaint into positive outcomes for your customer and your organization.
Does your organization encourage customer complaints? Do you make it easy for customers to register a complaint? If the answer to either of these questions is ‘no’ then you may be missing a significant opportunity to improve your business.
YOU WILL LEARN HOW TO
Evidence suggests that most complaining customer who has their complaint resolved to their satisfaction are likely to do business with you again! This means that effective management of customer complaints offers a strategic opportunity to enhance your reputation and further develop your business. To do so, you need to create the right culture, develop a sufficient complaints handling process and become a learning
In order to do so, you need to create the right culture, develop an effective complaints handling process and become a learning organization, accepting that a complaint is a gift of feedback on your performance. This short, practical course, will help you to develop an organizational competency to manage complaints successfully.
IMPORTANT COURSE INFORMATION
Upon completing the course, participants will be awarded Strategic Axis certificate endorsed by ICSA – International Customer Service Association.
COURSE OUTLINE
‘Customer complaint’ definition
The importance of complaints
Customer satisfaction and customer loyalty
The ‘Kano’ model
The danger of ignoring complaints
Levels of complaints
Complaints handling: process and behavior
Sources of customer complaints
Dealing with customer complaints
‘Customer complaint’ definition
The importance of complaints
Customer satisfaction and customer loyalty
The ‘Kano’ model
The danger of ignoring complaints
Levels of complaints
Complaints handling: process and behavior
Sources of customer complaints
Dealing with customer complaints
Module 2: Complaints management standards and Complaints Handling Process
Complaints management standards – background
Essential elements of a complaints management system
Scope and guiding principles
The complaints handling policy
Responsibility and authority
Top management
Management representative
Other managers
All personnel in contact with customers
All other personnel
Planning and design
Objectives
Customer satisfaction, linkages, and alignment
Resource requirements
Competency requirements
Operation and communication
Essential elements
Receiving, recording, and tracking
Assessing, investigating and closing
Module 3: Assessing and monitoring a complaints management system
Quotes on measures
Organizational Key Result Areas (KRAs)
Analysis of complaints: root cause analysis
Prioritizing problems
Finding effective and efficient solutions
Opportunities For Improvement
