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The Customer Complaint System: A Tool for Customer Service Improvement
Explain the vital role of a customer complaints management system in enhancing organizational performance.
Implement a customer feedback system that will maximize customer satisfaction and retention.
Manage every phase of the complaint handling process from preparation to closing including receipt, analysis, escalation, tracking, and all internal and external communication.
Develop relevant Key Performance Indicators to assess and audit complaint systems.
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
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
All Personnel in Contact with Customers
All Other Personnel
Planning and Design
Customer Satisfaction, Linkages and Alignment
Operation and Communication
Receiving, Recording and Tracking
Assessing, Investigating and Closing
Maintenance and Improvement
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
Finding Effective and Efficient Solutions
The Training lectures.
The Group discussions.
The Training Workshops.
Places and dates for this program
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