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1- Online Training...with international accreditation. The value of participation per person is €1,450
2-Requirement : specifying the course, number of participants
implementation date, and joint coordination.
Group contracting ... 20% Discount For Each Participant In Any Group Of Five Person Or More
Other Places To Hold The Course :
KualaLumpur.. Istanbul.. Dubai.. Cairo.. Riyadh.. Jeddah.. Abu Dhabi.. Doha.. Muscat.. Sharm El Sheikh.. Kuwait.. Tripoli.. Amman.. Beirut.. Damascus.. Tunisia.. Casablanca.. London.. Paris.. Barcelona.. Amsterdam.. Brussels
The Customer Complaint System
A Tool for Customer Service Improvement
Introduction :
This specialized course tackles the issue of customer complaints by focusing on its two components: the behavioral aspect related to the individual employee who deals face to face with the complainant, and the system’s or procedural aspect related to how the organization should process a complaint, every step of the way, from the moment it is raised to its conclusion. Relying on ISO 10002 guidelines and other international best practices, the course also covers the necessary preparations an organization must go through in terms of culture development and openness before it can hope to benefit from complaints, recover complaining customers, improve internal processes and achieve new heights in customer satisfaction.
Course Objectives :
At the end of this course, the participants will be able to :
- Defend the vital role of a customer complaints management system in enhancing organizational performance
- Demonstrate how a properly trained employee handles, step-by-step, complaining customers, gains their confidence and gratitude and secures their satisfaction
- Implement a customer feedback system that will maximize customer satisfaction and retention
- Manage every phase of the complaint handling process from preparation to closing including receipt, analysis, escalation, tracking, and all internal and external communication
- Formulate relevant key performance indicators to assess and audit complaint systems
Targeted Audience :
Customer complaint system managers and staff, customer service managers and staff, as well as managers and staff of support departments such as HR and IT, that provide services to other departments (internal customers) in the organization.
Course Outlines :
- Introduction to understanding your customers
- Interesting facts and figures
- Customer retention
- The principal foundation of retaining and developing our customer base
- The ‘PRIDE’ model for understanding customer needs
- Service mix elements
- The service quality model and service gaps
- Managing customer expectations
- Introduction to complaints management
- The importance of complaints
- ‘Customer complaint’ definition
- Customer satisfaction and customer loyalty
- The ‘Kano’ model
- The danger of ignoring complaints
- Levels of complaints
- Sources of customer complaints
- Types of Complaints
- Complaints handling: process and behavior
- Dealing with customer complaints
- Complaints management standards and Complaints Handling Process (CHP)
- Complaints management standards – background
- Linkage to ISO 9001 process model
- ISO 9001 and requirements for complaints management
- Essential elements of a complaints management system
- ISO 10002 Structure
- Scope and guiding principles
- The complaints handling policy
- Responsibility and authority
- Top management
- Management representative
- Other managers
- All personnel in contact with customers
- All other personnel
- Planning and design
- Objectives of the CHP
- Customer satisfaction, linkages and alignment
- Resource requirements
- Competency requirements
- Operation and communication
- Essential elements
- Receiving, recording and tracking
- Assessing, investigating and closing
- Maintenance and improvement
- Collection of information
- Satisfaction with CHP
- Monitoring the CHP
- Auditing the CHP
- Management review
- Assessing and monitoring a complaints management system
- Quotes on measures
- Where do KPIs come from
- Metrics, measures and Key Performance Indicators (KPIs)
- Some organizational Key Result Areas (KRAs)
- Criteria for ‘good’ KPIs
- Analysis of complaints: root cause analysis
- Prioritizing problems
- Finding effective and efficient solutions
European Business Center Training Methodology :
Our training work is presented in a professional and attractive manner.. Interspersed with interceptive information to renew attention throughout the training period… We aim with this method to train the listener and interact… In addition to practical applications that target the direct skills and knowledge required to be achieved.. It is presented to the trainees in more than one way.. Practical exercises and applications.. Surveys and questions.. A training strategy has been adopted based on pairing between the theoretical and the professional and between the local and the global.
What Does The Participant Get From The Course?
Each participant obtains an internationally accredited training certificate from the European Business Center for Training and Development … which has the ISO certificate in quality No. 900/2015 from the English international company UCAS .. and receives a training bag containing the scientific material via an electronic flash … in addition to an enjoyable and useful training that is reflected Positive and developmental for individuals and the institution
Note :
We can implement the training course in any of the cities referred to in this course..at the appropriate and required time for the trainees..through joint coordination with the training department at the center..the training is implemented in a distinctive manner according to the best quality standards so that we meet all training requirements and needs.
International Accreditations
European Business Center for Training and Development has obtained international and official accreditations with the highest and best international levels scientifically and technically, which reflect the level of outstanding performance in our training work.. so that it achieves what each participant aspires to by obtaining the best certificates with officially approved scientific and technical standards.
