Customer Complaint - Service Improvement Tool
Introduction
This training program is suitable for all business models. Our most unhappy Customers are our greatest source of learning
How you will benefit
- 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.
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
What you will cover
Core Concepts:
- Exploring facts and figures related to customer service.
- Understanding the importance of customer retention.
- Identifying the foundation for retaining and developing your customer base.
- Applying the PRIDE Model to understand customer needs.
- Analyzing service mix elements.
- Utilizing the Service Quality Model and understanding service gaps.
- Managing customer expectations effectively.
Key Takeaways: Develop a strong understanding of your customers and their needs.
Core Concepts:
- Defining "customer complaint."
- Understanding the importance of addressing complaints.
- Exploring the relationship between customer satisfaction and loyalty.
- Applying the Kano Model.
- Recognizing the dangers of ignoring complaints.
- Identifying different levels of complaints.
- Understanding the complaints handling process and behaviour.
- Identifying sources of customer complaints.
- Learning how to effectively deal with customer complaints.
Key Takeaways: Grasp the fundamentals of complaints management and its impact on customer loyalty.
Core Concepts:
- Understanding the background of complaints management standards.
- Identifying the essential elements of a complaints management system.
- Defining the scope and guiding principles of a CHP.
- Developing a Complaints Handling Policy, including:
- Defining responsibilities and authority for various personnel.
- Planning and Design:
- Setting objectives for customer satisfaction.
- Identifying resource requirements.
- Defining competency requirements.
- Operation and Communication:
- Establishing essential elements for receiving, recording, and tracking complaints.
- Developing processes for assessing, investigating, and closing complaints.
- Maintenance and Improvement:
- Implementing management review processes.
Key Takeaways: Learn how to implement and manage a comprehensive complaints-handling system.
Core Concepts:
- Understanding the importance of measurement in complaints management.
- Defining metrics, measures, and KPIs.
- Identifying the sources of Key Performance Indicators (KPIs).
- Understanding Key Result Areas (KRAs).
- Establishing criteria for "good" KPIs.
- Analyzing complaints using Root Cause Analysis.
- Prioritizing problems effectively.
- Finding efficient and effective solutions.
Key Takeaways: Develop skills in assessing and monitoring your complaints management system for continuous improvement.
Schedule
