Complaints Management

Choose this course because: "you want to improve your processes for managing customer complaints in order to increase levels of customer satisfaction. You'l hear the full story on transforming complaints into opportunities through a well designed system."

View Course Content (click here)

You will learn to:

• Understand why people complain
• Develop ways to measure your performance on complaints resolution
• Introduce a survey to monitor the customers' complaints experience
• Highlight the key touchpoints and 'moments of truth' for customers
• Quantify the positive and negative aspects of complaint handling on the company
• Move complaint handling up the organisation's agenda
• Identify service recovery and customer win-back opportunities

Course Content

Part 1: Complaints Management in perspective
· Just how good or, poor, are UK organisations at handling complaints?
· Benchmarking your performance
· Best practice in complaints management

Part 2: The complaints management system
· Key components of an effective complaints management system
· Channels and media for making a complaint
· Channels and media for handling complaints
· Good and bad practice in complaint handling

Part 3: The customer’s perspective
· Causes of complaints
· The complaints journey through the eyes of the customer
· Identifying critical incidents that determine the customer’s judgement
· Good and bad practice in complaint handling
· Understanding the consequences of the complaints process:
o Higher or lower customer satisfaction and loyalty
o Positive or negative word of mouth
o Service recovery opportunities

Part 4: Monitoring complaints handling performance
· Internal performance metrics
· Measuring the customer experience
· Distinguishing between the effects of process and outcomes
· Calculating the key drivers of customers’ judgements

Part 5: Opportunities for improvement
· Critical incident modelling
· Identifying and testing specific change opportunities

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"I found it very easy to understand and felt I have laernt a lot of procedures that could be used by my company - enjoyable day"

Gemma Shortland
Safety/Quality Complaints Advisor Tomy