Implementing and Managing a Customer Complaints System
Public Relations and Customer Service
Introduction
This specialized customer complaint
management system course tackles the issue of customer complaints by focusing
on its two components: the behavioral aspect related to the individual employee
who deals face-to-face with the complainant, and the systems or procedural
aspect related to how the organization should process a complaint, every step
of the way, from the moment it is raised to its conclusion.
The customer complaint management system
course will Rely on international best practices and also cover the necessary
preparations an organization must go through regarding cultural development and
openness before it can benefit from complaints, recover complaining customers,
improve internal processes, and achieve new heights in customer satisfaction.
By the end of the course, 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 the existing system and benchmark
against world-class standards.
- Assess and audit complaints systems.
Training Methodology
A highly interactive combination of lecture and discussion sessions will be managed to maximize the amount and quality of information, knowledge and experience transfer. The sessions will start by raising the most relevant questions and motivate everybody finding the right answers. The attendants will also be encouraged to raise more of their own questions and to share developing the right answers using their own analysis and experience.
Course Outline
Day 1:
Understanding Your Customers
- Who is your customer?
- Importance of customer feedback.
- Types of customers.
Day 2:
Complaints Management
- What is a complaint?
- What are the sources of complaints?
- Why should an organization seek complaints?
- Complaints are golden opportunities for
improvement.
Day 3:
Complaints Management Standards
- Why standards?
- Types of standards.
- ISO 10002 as a model.
- Understand the impact of customer attitudes
towards complaining and organizational reactions.
- What are the business needs and commercial
implications?
Day 4:
Essential Elements of a Complaints Management System
- Scope and policy.
- Planning.
- Resource/competence.
- Log and receive complaints.
- Implementation and operation.
- Management review.
- Corrective and preventive
actions.
- Analysis of results.
Day 5:
Designing and Implementing an Effective Customer Complaint System
- What is the definition of complaint, handling,
escalation, and resolution?
- Develop a system including workflow and
process mapping.
- Monitor, measure, and review management.
- Audits in principle and practice.
- Possible barriers.
- Write a customer complaint procedure.
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