ISM Endorsed The Customer Complaint System: A Tool for Customer Service Improvement
5 DaysISM Endorsed The Customer Complaint System: A Tool for Customer Service Improvement - Virtual Learning
Course Methodology
In addition to short presentations by the consultant and the resulting written or oral questions that the group debates, this course relies on case studies, exercises, the design of procedures and forms by work teams, and role plays.
Course Objectives
By the end of the course, participants will be able to:
- Explain the concept of customer satisfaction, expectations, and the relationship to customer complaints management system in enhancing organizational performance
- Discuss the behavioral aspects of serving customers and demonstrate how a properly trained employee handles complaining customers step-by-step to gain their confidence and secure their satisfaction
- Design a comprehensive complaint-handling process, including receipt, analysis, escalation, tracking, and all internal and external communication
- Manage and operate the complaint-handling process elements, including escalation, audit, and management reviews
- Formulate complaints-related performance indicators and analyze complaints for root causes
Target Audience
Management and staff members who work in customer complaints, customer service, and support departments, such as HR, finance, and IT, who provide services to other departments (internal customers) in the organization.
Target Competencies
- Customer service
- Complaint Handling and Resolution
- Customer-Centric Communication
- Continuous Improvement through Feedback Utilization
- Problem Solving
- Complaint System Design and Implementation
Course Outline
- Introduction to Understanding Your Customers
- The evolution of customer satisfaction
- Three rules for effective technology use
- Interesting figures and facts
- Foundation of retaining and developing a customer base
- The PRIDE model for understanding customer needs
- The service quality model and service gaps
- Nine rules for effective customer relations
- Introduction to Complaints Management
- Definition of customer complaints
- Customer satisfaction and customer loyalty
- The 'Kano' model
- Sources of customer complaints
- Types of customer complaints
- Complaints handling: Process and behavior
- Complaints Management Standard and Complaints Handling Process (CHP)
- Complaints management standards: A background
- Essential elements of a complaints management system
- ISO 10002 structure
- The guiding principles
- Complaint-handling framework
- The complaints handling policy
- Responsibility and authority
- Planning and design
- Resource and competency requirements
- Operating and Maintaining the Complaints Handling Process
- Operation and communication
- Operating the complaints handling process
- Receiving, recording, and tracking
- Maintenance and improvement
- Auditing the complaints handling process
- Management review
- Assessing and Monitoring a Complaints Management System
- Metrics, measures, and KPIs
- Criteria for effective KPIs
- Analysis of complaints: Root Cause Analysis (RCA)
- The Why-Why process
- Finding effective and efficient solutions
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Virtual Schedule
Classroom Schedule
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