Complaints Management – Turning Complaints to Compliments by APEX Global Learning - SpeedyCourse Philippines
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Complaints Management – Turning Complaints to Compliments

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Details

It is easy to provide great customer service to individuals who have a great personality but not every experience is a positive one. Complaints are not always easy to deal with. People often act differently when emotions are running high and their expectations are not being met. An effective complaint management scheme will enhance continual improvement across your products and services. Successful organizations are recognizing that an improved system for capturing customer feedback will provide valuable learning opportunities to every part of the organization. This course is designed to help the organization get the most out of registering the complaint and customer feedback processes.

This 2- day program enables the participants to understand the importance of complaints handling for organizational development and measures to be taken to manage the complaints of the customers.


APEX Global Learning offers standard promos such as the Early Bird rate or the Group Discount rate. Please contact [email protected] for more information.

Outline

Customer Relationship Management
  • What is CRM?
  • Why do businesses need CRM?
  • Supplier-Organization-Customer Process
Anatomy of Complaints
  • What is a complaint?
  • Why do customers complain?
  • Typical Complaints
  • Elements of handling complaints

Complaints Management Framework
  • Effective Complaints Management
  • Complaints Management Principles
  • Operations of complaints handling process
  • Complaints handling operations- Problem
  • Solving Tools
Complaints Management Maintenance & Improvement
Integrating CF to other Standard / Corporate Policy
  • ISO 10001, 10002 & 10003
Using Feedback to your advantage
  • Complaints as a performance indicator
  • Ways of getting customer feedback
  • Complaints as opportunities for improvement

Effective Dispute Resolution
  • Implementation Steps
  • Organizational roles and responsibilities

Speaker/s

The trainer has over 20 years of experience in training and development with various multinational and local companies specializing in Organization Development, Strategic HR, e-Learning, Coaching, and Consulting. Her commitment is to help create systems and new paradigms to assist in the enhancement of the relationships in the workplace and ultimately achieve organizational growth.

The trainer has extensive experience in facilitating training programs such as HR Metrics and Workforce Analytics, Effective Presentation Skills, Complaints Management, Coaching and Mentoring, Achieving Leadership Excellence, Train the Trainer, Problem Solving and Decision Making, Root Cause Analysis, Strategic Planning, Customer Service Excellence, Leadership Skills, Personality Development, etc.

Schedules

Jun 20, 2019 - Jun 21, 2019
ENDED
Thu, Fri 09:00 AM — 05:00 PM
No. of Days: 2
Total Hours: 16
No. of Participants: 20
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APEX Global (The Academy for Professional Excellence) is the learning solutions arm of ECCI – the leading process improvement solutions provider in Southeast Asia.

Our sole aim is to promote performance excellence among professionals. We help our customers achieve greater success through effective, experiential, and results-oriented training delivery. APEX Global (The Academy for Professional excellence) is the learning solutions arm of ECCI—the leading process improvement solutions provider in Southeast Asia. Our sole aim is to promote performance excellence among professionals. We help our customers achieve greater success through effective, experiential and results-oriented training delivery. Our professional development
solutions cover Training and Conferences, Managed Services and Learning on Demand. We organize public training and in-house workshops tailored to specific organizations. We help companies manage their non-core yet critical training function through end-to-end training management - starting from planning and needs analysis to program evaluation and records management. Learning on Demand products we offer provide convenient and innovative ways for learning.

Applying the experience of training over 100,000 professionals in the last decade, a strong pool of expert trainers and facilitators with expertise in a niche array of domains and a strong regional presence, we provide an extensive portfolio of high-quality industry-specific and functional programs coupled with high-quality training materials to deliver our ultimate “promise”—the R.E.A.L. learning experience ...

APEX
8th Floor, Montepino Building, 138 Amorsolo corner Gamboa St., Legaspi Village , Makati City, Metro Manila, Philippines
(+632) 403-8668
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