Implementing and Managing a Customer Complaints System

Start Date: 2 Feb 2025
End Date: 6 Feb 2025
Duration: 5
Fees:
Country: Singapore
Category: Public Relations and Customer Service
Details:

Program Objectives:

By the end of the program, participants will be able to:

  • Understand the concepts and importance of customer feedback.
  • Know the flow of customer feedback in an organization.
  • Design a customer feedback system to enhance organizational performance.
  • Improve existing system and benchmark against world class standards.
  • Assess and audit complaints systems.

 

Program Outline:

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
  

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

Writing a Customer Complaint Procedure

The Kuwait Institute For Career Development