Implementing and Managing a Customer Complaints System
| Start Date: |
8 Sep 2024 |
| End Date: |
12 Sep 2024 |
| Duration: |
5 |
| Fees: |
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| Country: |
Munich / Germany
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| Category: |
Public Relations and Customer Service
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Details: |
Program Objectives:
By the end of the program, participants will be able to:
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Understand the concepts and importance of customer feedback.
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Know the flow of customer feedback in an organization.
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Design a customer feedback system to enhance organizational performance.
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Improve existing system and benchmark against
world class standards.
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Assess and audit complaints systems.
Program Outline:
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Introduction to Understanding Your Customers
- Who Is Your Customer?
- Importance of Customers Feedback
- Types of Customers
Introduction to Complaints Management
- What Is a Complaint?
- What Are the Sources of Complaints?
- Why Should an Organization Seek Complaints?
- Complaints Are Golden Opportunities for Improvement
Introduction to Complaints Management Standards
- Why Standards?
- Types of Standards
- ISO 10002 as a Model
- The Impact of Customer Attitudes towards Complaining and Organizational Reactions
- Business Needs and Commercial Implications
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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
Designing and Implementing an Effective Customer Complaint System
- Complaint Definition, Handling, Escalation
and Resolution
- Developing a System Including Workflow and Process Mapping
- Monitoring, Measurement and Management Review
- Audits in Principle and Practice
- Possible Barriers
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