Methodology

In addition to short presentations by the consultant and the resulting written or oral questions that the group debates, this course relies on case studies, exercises, the design of procedures and forms by work teams, and role plays.

Course Objectives

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

Explain the concept of customer satisfaction, expectations, and the relationship to customer complaints management system in enhancing organizational performance

Discuss the behavioral aspects of serving customers and demonstrate how a properly trained employee handles complaining customers step-by-step to gain their confidence and secure their satisfaction

Design a comprehensive complaint-handling process, including receipt, analysis, escalation, tracking, and all internal and external communication

Manage and operate the complaint-handling process elements, including escalation, audit, and management reviews

Formulate complaints-related performance indicators and analyze complaints for root causes

Target Audience

Management and staff members who work in customer complaints, customer service, and support departments, such as HR, finance, and IT, who provide services to other departments (internal customers) in the organization.

Target Competencies

Customer service

Complaint Handling and Resolution

Customer-Centric Communication

Continuous Improvement through Feedback Utilization

Problem Solving

Complaint System Design and Implementation