Managing and Implementing a Customer Complaints System

Introduction

This training on the customer complaint management system focuses on effectively addressing customer complaints by emphasizing two main components: the behavioral aspect, where employees interact directly with complainants, and the procedural aspect, which details how an organization processes a complaint from initiation to resolution.

The course will incorporate international best practices and critical steps in cultural development. These preparations are essential for leveraging complaints effectively, recovering dissatisfied customers, improving internal processes, and achieving new levels of customer satisfaction.

Objectives

• Grasp the principles and importance of customer feedback.
• Understand the flow of information within an organization regarding customer feedback.
• Develop a customer feedback mechanism to drive organizational improvement.
• Enhance existing systems and benchmark them against world-class standards.
• Evaluate and audit effective complaint management systems.

Training Methodology

• Teacher-centered presentations
• Case studies and real-life scenario analysis
• Role-playing scenarios
• Group discussions and collaborative learning
• Process mapping workshop sessions
• Interactive problem-solving meetings
• Demonstration films with reviews
• Self-assessment and reflection exercises
• Benchmarking against industry best practice standards
• Ongoing assessment and feedback loops

Course Outline

Unit 1: Understanding Your Customers

• Who are your clients?
• Importance of gathering customer feedback on products
• Categories of users

Unit 2: Complaints Management

• What is a complaint?
• Sources of complaints
• Why should organizations encourage complaints?
• Complaints as opportunities for improvement

Unit 3: Complaints Management Standards

• Why standards are necessary
• Types of standards in existence today
• ISO 10002 as a model
• Understanding customer attitudes toward complaining and organizational responses
• Business needs and commercial implications

Unit 4: Essential Elements of a Complaints Management System

• Scope and policy
• Planning
• Resources and competencies
• Logging and receiving complaints
• Implementation and operation
• Management review
• Corrective and preventive actions

Unit 5: Designing & Implementing an Effective Customer Complaint System

• Complaint handling, escalation, and resolution
• Developing a system, including workflow and process mapping
• Monitoring, measuring, and reviewing management
• Audits in principle and practice
• Identifying possible barriers
• Writing a customer complaints procedure