Building and implementing a Customer Complaint System:  Tool for Customer Service Improvement

ISO 10002 guidelines and other international best practices


This specialized course tackles the issue of customer complaints by focusing on its two components: the behavioural aspect related to the individual employee who deals face to face with the complainant, and the system's 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. Relying on ISO 10002 guidelines and other international best practices, the course also covers the necessary preparations an organization must go through in terms of culture development and openness before it can hope to benefit from complaints, recover complaining customers, improve internal processes and achieve new heights in customer satisfaction


Key Highlights

  • Customer orientation
  • Empathic outlook
  • Emotional control
  • Meeting standards
  • Systems judgement
  • Organized workplace
  • Quality orientation


Training Objectives

By the end of the course, participants will be able to:

  • 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
  • Evaluate the success of the service culture transformation strategy by identifying the Key Result Areas (KRAs) relevant to this transformation and how to measure them with the right Key Performance Indicators (KPIs)


Who Should Attend

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

  • Frontline Customer Service Representatives (CSR)
  • Team Supervisors
  • Department Managers
  • Account Managers
  • Field Service Representatives


Compressed Program Outline ( Please Contact us for a Detailed Program Outline

Introduction to understanding your customers
Understanding and handling a Complaints management
Complaints management standards and Complaints Handling Process (CHP) 1
Complaints management standards and Complaints Handling Process (CHP) 2
Assessing and monitoring a complaints management system

Out of Safety for all our Clients, All our Courses are available for Live Online Training 

DATES AND VENUES

Also available for 2 to 3 day durations as well as 10 to 30-day training durations In-House and Live online


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Pioneers in Global Leadership and Quality Management 

24 – 28 February 2020
​​Golden Tulip Hotel, Al Bashar, Dubai,
United Arab Emirates


20 – 24 April 2020
Laico Regency Hotel
Uhuru Hwy, Nairobi, Kenya​


08 – 12 June 2020
​​The Capital Hotel, Sandton City,
South Africa​s


10 – 14 August 2020
The Capital Hotel, Sandton City,
South Africa​

26 – 30 October 2020
The Capital Hotel, Sandton City,
South Africa​


14 – 18 December 2020​

Laico Regency Hotel
Uhuru Hwy, Nairobi, Kenya​