The Customer Complaint System: A Tool for Customer Service |Smart

Overview

Why Attend

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 Methodology

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

Course Objectives

By the end of the course, 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

Target 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.

Target Competencies

Customer orientation
Empathic outlook
Emotional control
Meeting standards
Systems judgement
Organized workplace
Quality orientation

Course Outline

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

Schedule & Fees

2026 Schedule & Fees

18 - 22 Oct, 2026

English

Per participant USD 2,900

18 - 22 Oct, 2026

Arabic

Per participant USD 2,900

29 Nov - 3 Dec, 2026

English

Per participant USD 2,900

29 Nov - 3 Dec, 2026

Arabic

Per participant USD 2,900

2027 Schedule & Fees

17 - 21 Jan, 2027

English

Per participant USD 2,900

17 - 21 Jan, 2027

Arabic

Per participant USD 2,900

28 Feb - 4 Mar, 2027

English

Per participant USD 2,900

28 Feb - 4 Mar, 2027

Arabic

Per participant USD 2,900

18 - 22 Apr, 2027

English

Per participant USD 2,900

18 - 22 Apr, 2027

Arabic

Per participant USD 2,900

30 May - 3 Jun, 2027

English

Per participant USD 2,900

30 May - 3 Jun, 2027

Arabic

Per participant USD 2,900

18 - 22 Jul, 2027

English

Per participant USD 2,900

18 - 22 Jul, 2027

Arabic

Per participant USD 2,900

29 Aug - 2 Sep, 2027

English

Per participant USD 2,900

29 Aug - 2 Sep, 2027

Arabic

Per participant USD 2,900

17 - 21 Oct, 2027

English

Per participant USD 2,900

17 - 21 Oct, 2027

Arabic

Per participant USD 2,900

28 Nov - 2 Dec, 2027

English

Per participant USD 2,900

28 Nov - 2 Dec, 2027

Arabic

Per participant USD 2,900

The Customer Complaint System: A Tool for Customer Service Improvement

Overview

Why Attend

Course Methodology

Course Objectives

Target Audience

Target Competencies

Course Outline

Schedule & Fees

2026 Schedule & Fees

2027 Schedule & Fees

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