How to Manage Customer Complaints Effectively
Details
Are you experiencing recurring customer complaints?
Are you encountering delays in responding to internal and external complaints?
Are you having difficulties in satisfying clients for your customer complaints resolutions?
Are you dissatisfied with your process performance for customer complaint management?
THEN, this course is for you - a one (1) day learning of the methodologies, tools, and techniques for effectively managing complaints and align all actions in conformity to the international standard guidelines
COURSE OBJECTIVES
- Enable participants in understanding the standard guidelines in dealing with complaints and getting rid of customer’s bad experiences
- Provides better methods and tools to assist process owners in handling complaints
- Ensures process owners to possess the capability to improve respective customer complaint management process in respective organizations
Outline
- Introduction
- Voice of the customer
- Understanding complaints resolution
- Impact of complaints to organization
- Methods and Tools in handling customer complaints
- Communication
- Investigation
- Action Planning
- Summary and Analysis
- Customer Complaint Management (CCM) Framework
- What are the Guiding principles in implementing CCM framework?
- Defined Roles and Responsibilities
- Complaints handling process management and other components
- Maintenance and Improvement of complaints handling process
- How do we analyze and summarize information and report results?
- Challenges and opportunities for CCM
- Self-assessment on the effectiveness of complaint management process in respective organization
TARGET PARTICIPANTS
Top and middle management, Controllers, Coordinators, Customer Service Staff, Customer Care Officers, Core Process Owners and Support Services
Special Offer
Training e-certificate and handout will be provided.
Payment for this webinar can be made through Bank Deposit/ Bank Transfer/Gcash. Our accounting will send you a statement of account upon receipt of your registration form.
Upon receipt of payment, the webinar link will be sent to the email address you indicated in the registration form.
Schedules
| No. of Days: | 1 |
| Total Hours: | 7 |
BQCI was established to cater to the management system requirements (ISO Consultant requirements) of Micro, Small, and Medium Enterprises (MSMEs).
BQCI offers cost effective, valuable and agile methodology in providing products and services related to Quality and Productivity and the establishment of ISO Management Systems.
Why engage with us?
We offer quality service from initial engagement up to completion of every project through the following:
- Complete guidance provided (ISO consultant, ISO Training, Assessment) to ensure ISO management system certification.
- Cost-effective methodology
- Competent consultants and trainers backed by more than 25 years combined executive and management experience (assisted more than 50 government and private clients towards ISO certification).
- Timely response to client needs.
We are an affiliate company of Rosehall Management Consultants, Inc., the leading management systems consultant in the Philippines.
Related Courses
