Professional Management Consultants International, LLC
Your partners towards continual improvement
The Customer Complaint system management
Customer Service
Objectives:
- Defend the vital role of a customer complaints management system in enhancing organizational performance
- Demonstrate how a properly trained employee handles, step-by-step, complaining customers, gains their confidence and gratitude and secures their satisfaction
- 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
- formulate relevant Key performance Indicators to Assess and audit complaint systems
Outline:
Module 1: Introduction to understanding your customers Module 2: Introduction to complaints management Module 3: Complaints management standards and Complaints Handling Process (CHP) Module 4: Assessing and monitoring a complaints management system
Methodology:
In addition to short presentations by the consultant and the resulting written or oral questions that are debated by the group, this course relies on case studies, exercises and the design of procedures and forms by work teams as well as role plays
Duration:
4 Days
Language:
English
Delivery:
On premises; online; others
