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Complaint Management

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Complaint Management

The “Complaints Management” training course is designed to equip you with the skills and strategies to effectively handle customer complaints, enhance customer care, and elevate satisfaction levels.

You can be sure that you are providing the best possible service to your customers.

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Description

Learning Objectives

Upon completion of this program, participants will acquire these:

  • Learn how to use critical thinking to challenge assumptions and expand perceptions
  • Understand the importance of customer feedback
  • Understand the relevance of customer feedback as a means to deliver quality service
  • Understand the expectations and perceptions of the customers
  • Discuss complaint handling procedures within the organization
  • Handle complaints with confidence and efficiency

 

Methodology 

  • Brain-friendly/Interactive Lectures
  • Case Studies
  • Role Plays
  • Video/Audio Presentations
  • Practical Exercises
  • Interactive and Engaging Learning
  • Group Discussions
  • Experiential Learning

 

Who Should Attend

This course is suitable for Sales & Marketing Personnel, Administration & Clerical Personnel, Customer Service Personnel, Front Liners

 

Key Contents

Module 1: Introduction

Module 2: Types Of Complaining Customers

Module 3: The Do’s And Don’ts Of Handling Customer Complaints

Module 4: Skills In Handling Complaints

Module 5: Handling Work Based Complaints

Module 6: The Benefits Of Customer Complaints

Module 7: How To Design A Complaint Procedure Manual

Module 8: Data Collection And Analysis

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