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Customer Service

Implementing and Managing a Customer Complaints System


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 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.

Targeted Groups:

  • Customer Complaint System Managers and Staff
  • Customer Service Managers and Staff
  • Managers and Staff of Support Departments such as HR and IT, that provide services to other departments (internal customers) in the organization.

Course Objectives:

At the end of this course the participants will be able to:

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

Targeted Competencies:

  • Customer orientation
  • Empathic outlook
  • Emotional control
  • Meeting standards
  • Systems judgment
  • Organized workplace
  • Quality orientation

Course Content:

Unit 1: Understanding Your Customers:

  • Who Is Your Customer?
  • Importance of Customers Feedback
  • Types of Customers

Unit 2: Complaints Management:

  • What Is a Complaint?
  • What Are the Sources of Complaints?
  • Why Should an Organization Seek Complaints?
  • Complaints Are Golden Opportunities for Improvement

Unit 3: Complaints Management Standards:

  • Why Standards?
  • Types of Standards
  • ISO 10002 as a Model
  • The Impact of Customer Attitudes towards Complaining and Organizational Reactions
  • Business Needs and Commercial Implications

Unit 4: 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

Unit 5: Designing and Implementing an Effective Customer Complaint System:

  • Complaint Definition, Handling, Escalation and Resolution
  • Developing a System Including Workflow and Process Mapping
  • Monitoring, Measurement and Management Review
  • Audits in Principle and Practice
  • Possible Barriers
  • Writing a Customer Complaint Procedure


UAE (Dubai)
19/12/2021 - 23/12/2021
Euro 2500
UAE (Dubai)
7/2/2021 - 11/2/2021
Euro 2500
UAE (Dubai)
12/9/2021 - 16/9/2021
Euro 2500
UAE (Dubai)
13/6/2021 - 17/6/2021
Euro 2500
Egypt (Cairo)
29/8/2021 - 2/9/2021
Euro 2500
Egypt (Cairo)
26/12/2021 - 30/12/2021
Euro 2500
Egypt (Cairo)
24/1/2021 - 28/1/2021
Euro 2500
Morocco (Casablanca)
15/8/2021 - 19/8/2021
Euro 2500
Jordan (Amman)
12/9/2021 - 16/9/2021
Euro 2500
UK (London)
29/3/2021 - 2/4/2021
Euro 4500
UK (London)
28/6/2021 - 2/7/2021
Euro 4500
UK (London)
20/9/2021 - 24/9/2021
Euro 4500
Egypt (Sharm El-Sheikh)
25/4/2021 - 29/4/2021
Euro 2500
Egypt (Sharm El-Sheikh)
8/8/2021 - 12/8/2021
Euro 2500
Malaysia (Kuala Lumpur)
19/9/2021 - 23/9/2021
Euro 3500
Malaysia (Kuala Lumpur)
13/6/2021 - 17/6/2021
Euro 3500
Malaysia (Kuala Lumpur)
28/2/2021 - 4/3/2021
Euro 3500
Turkey (Istanbul)
29/8/2021 - 2/9/2021
Euro 3000
Turkey (Istanbul)
31/10/2021 - 4/11/2021
Euro 3000
Turkey (Istanbul)
16/5/2021 - 20/5/2021
Euro 3000
Turkey (Istanbul)
4/4/2021 - 8/4/2021
Euro 3000
France (Paris)
5/7/2021 - 9/7/2021
Euro 4500
France (Paris)
25/10/2021 - 29/10/2021
Euro 4500
Switzerland (Geneva)
31/5/2021 - 4/6/2021
Euro 4500
Spain (Barcelona)
5/4/2021 - 9/4/2021
Euro 4500
Spain (Barcelona)
28/6/2021 - 2/7/2021
Euro 4500
Spain (Barcelona)
6/12/2021 - 10/12/2021
Euro 4500
Italy (Rome)
1/2/2021 - 5/2/2021
Euro 4500
Italy (Rome)
20/9/2021 - 24/9/2021
Euro 4500
Manama (Bahrain)
14/3/2021 - 18/3/2021
Euro 2500
Manama (Bahrain)
5/12/2021 - 9/12/2021
Euro 2500
Oman(Muscat)
3/10/2021 - 7/10/2021
Euro 2500
Kuwait (Kuwait)
12/9/2021 - 16/9/2021
Euro 2500
Spain (madrid)
26/4/2021 - 30/4/2021
Euro 4500
Spain (madrid)
26/7/2021 - 30/7/2021
Euro 4500
Singapore (Singapore)
30/8/2021 - 3/9/2021
Euro 4500
USA (Boston)
19/4/2021 - 23/4/2021
Euro 5000
Netherlands (Amsterdam)
22/2/2021 - 26/2/2021
Euro 4500
Netherlands (Amsterdam)
11/10/2021 - 15/10/2021
Euro 4500
Canada (Toronto)
25/10/2021 - 29/10/2021
Euro 5000
Germany (Munich)
6/12/2021 - 10/12/2021
Euro 4500
Online
21/2/2021 - 25/2/2021
Euro 1250
Online
26/12/2021 - 30/12/2021
Euro 1250
Online
22/8/2021 - 26/8/2021
Euro 1250
Online
25/4/2021 - 29/4/2021
Euro 1250