Implementing and Managing a Customer Complaints System

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Implementing and Managing a Customer Complaints System

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

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

This program is designed for:

Staff members who deal with customer feedback and customer service staff or team members who are working to develop effective customer feedback systems.

This program is worth 25 NASBA CPEs.

Fees in US$:

Per participant $3,800
Frequent nomination $3,420
(including coffee breaks and a buffet lunch daily)

Discount Plans, Refunds & Cancellations Policy

Locations & Dates:

26 Feb - 01 Mar 2012
Dubai, English

06 - 10 May 2012
Abu Dhabi, English

30 Sep - 04 Oct 2012
Dubai, English

Meirc reserves the right to alter dates, content, venue and trainer with a reasonable notice time.

One extra free place for every 2 paid nominees

Delivery Type: Group-Live

Pre-requisites: None

Related Programs:

Program Outline

Introduction to Understanding your Customers

Who Is your Customer?
The Principle Foundation of Retaining and Developing Our Customer Base
The Service Mix
Defining Customers' Expectations
Importance of Customer Feedback
Types of Customers

Introduction to Complaints Management

What Is a Complaint?
What Are the Sources of Complaints?
Why Should an Organization Seek Complaints?
Satisfaction versus Loyalty
The Kano Model
Levels of Complaints
Handling Complaints Process: The Behaviour
Complaints: Golden Opportunities for Improvement

Introduction to Complaints Management Standards

Why Standards?
Types of Standards
ISO 10002 as a Model
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
Guiding Principles
Writing a Customer Complaint Procedure
The Impact of Customer Attitudes towards Complaining and Organizational Reactions
Designing and Implementing an Effective Customer Complaint System
Complaint Definition, Handling, Escalation and Resolution
Developing a System Including Workflow and Process Mapping

Assessing and Monitoring a Complaints Management System

Monitoring, Measurement and Management Review
Metrics, Measures and Key Performance Indicators for Complaints
Analysis of Complaints
Audits in Principle and Practice
Advantages of Effective Root Cause Analysis
Typical Classification of Root Causes
Symptoms versus Causes

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