The Customer Complaint System: A Tool for Customer Service Improvement | Modern Management Training Center
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The Customer Complaint System: A Tool for Customer Service Improvement

The Customer Complaint System: A Tool for Customer Service Improvement

Program Objectives

  1. Explain the vital role of a customer complaints management system in enhancing organizational performance.
  2. Implement a customer feedback system that will maximize customer satisfaction and retention.
  3. Manage every phase of the complaint handling process from preparation to closing including receipt, analysis, escalation, tracking, and all internal and external communication.
  4. Develop relevant Key Performance Indicators to assess and audit complaint systems.
  5. Improve existing systems and benchmark against world’s top complaints handling standards.


Customer complaint system managers and staff, customer service managers and staff, as well as managers and staff of support departments such as HR and IT, that provide services to other departments (internal customers) in the organization. 


Introduction to Understanding Your Customers: 

  • Interesting Facts and Figures
  • Customer Retention
  • The Principal Foundation of Retaining and Developing Our Customer Base
  • The PRIDE Model for Understanding Customer Needs
  • Service Mix Elements
  • The Service Quality Model and Service Gaps
  • Managing Customer Expectations


Introduction to Complaints Management: 

  • “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


Complaints Management Standards and Complaints Handling Process (CHP): 

  • Complaints Management Standards - Background
  • ISO 9001 Process Model
  • Essential Elements of a Complaints Management System
  • ISO 10002:2008 Guidelines for CHP
  • 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
  • Maintenance and Improvement
  • Management Review


Assessing and Monitoring a Complaints Management System: 

  • Quotes on Measures
  • Metrics, Measures and KPIs
  • Where Key Performance Indicators (KPIs) Come From
  • Some Organizational Key Result Areas (KRAs)
  • Criteria for ‘Good’ KPIs
  • Analysis of Complaints: Root Cause Analysis
  • Prioritizing Problems
  • Finding Effective and Efficient Solutions

Training methods

  • The Training lectures.
  • The Group discussions.
  • The Training Workshops.

Places and dates for this program

18 Feb 2019 : 22 Feb 2019 4000 $

25 Aug 2019 : 29 Aug 2019 2000 $

Ministry of Heals
Saudi Arabian Airlines
Arabia Insurance Cooperative Company
Ministry of Housing
Dorectprate of Human Resources - Sharjah
Sharjah Electricity & Water Authority
The Holding Company for Water Supply and Sewerage

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