Complaints Management £1,350.00 excluding VAT
Pitched at those implementing a complaints management system or improving an existing one. This course explores best practice in managing the complaints system.
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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:
- Higher or lower customer satisfaction and loyalty
- Positive or negative word of mouth
- 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
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."
The course fee
The total fee is £325 (excl VAT) £373.75 (incl VAT) which covers lunch, refreshments and a comprehensive set of course notes.
Book this course now
Choose your date and venue from the dropdown