Customer Complaint Management

Start Date End Date Venue Fees (US $)
23 Feb 2025 Italy , Milan $ 4,950 Register
22 Jun 2025 Dubai, UAE $ 3,900 Register
21 Dec 2025 Istanbul, Turkey $ 4,500 Register

Customer Complaint Management

Introduction

This specialized course tackles the issue of customer complaints by focusing on its two components: the behavioral 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 cultural development and openness before it can hope to benefit from complaints, recover complaining customers, improve internal processes and achieve new heights in customer satisfaction.

Objectives

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

    • Understand the concept and importance of customer feedback.
    • Map the flow of customer feedback in an organization.
    • Design a customer feedback system to enhance organizational performance.
    • Assess and audit complaints systems.
    • 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 gain 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 compliant systems
    • Improve existing systems and benchmark against world-class standards.

Training Methodology

This is an interactive course. There will be open question and answer sessions, regular group exercises and activities, videos, case studies, and presentations on best practice. Participants will have the opportunity to share with the facilitator and other participants on what works well and not so well for them, as well as work on issues from their own organizations. The online course is conducted online using MS-Teams/ClickMeeting.

Who Should Attend?

Staff members who deal with customer feedback and customer service staff or team members who are working to develop effective customer feedback systems.

Course Outline

 

Day 1: Introduction to Understanding your Customers

  • Who Is your Customer?
  • The Principle Foundation of Retaining and Developing Our Customer Base
  • The Service Mix
  • Defining Customers’ Expectations
  • Importance of Customer Feedback
  • Types of Customers​

Day 2: Introduction to Complaints Management

  • What Is a Complaint?
  • What Are the Sources of Complaints?
  • Why Should an Organization Seek Complaints?
  • Satisfaction versus Loyalty
  • The Kano Model
  • Levels of Complaints
  • Handling Complaints Process: The Behavior
  • Complaints: Golden Opportunities for Improvement​

Day 3: Introduction to Complaints Management Standards

  • Why Standards?
  • Types of Standards
  • ISO 10002 as a Model
  • Essential Elements of a Complaints Management System
  • Scope and Policy
  • Planning
  • Resource/Competence
  • Logging and Receiving Complaints
  • Implementation and Operation
  • Management Review
  • Corrective and Preventive Actions
  • Guiding Principles
  • Writing a Customer Complaint Procedure
  • The Impact of Customer Attitudes towards Complaining and Organizational Reactions
  • Designing and Implementing an Effective Customer Complaint System
  • Complaint Definition, Handling, Escalation and Resolution
  • Developing a System Including Workflow and Process Mapping​

Day 4: Assessing and Monitoring a Complaints Management System

  • Monitoring, Measurement and Management Review
  • Metrics, Measures and Key Performance Indicators for Complaints
  • Analysis of Complaints
  • Audits in Principle and Practice
  • Advantages of Effective Root Cause Analysis
  • Typical Classification of Root Causes
  • Symptoms versus Causes

Day 5: Workshop & Cases studies

Accreditation

Related Courses

Nationals Development Training Program
Laboratory Systems ISO17025 Consulting
Competency Frameworks Consulting
Talent & Succession Planning Solutions
Employee Assessment & Development Plans
Strategy Development & Review Solutions