The Customer Complaint System: A Tool for Customer Service Improvement

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

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

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

Course Methodology

This highly interactive course includes trainer presentations, group activities, working in pairs, individual exercises, discussions, reflection, quizzes and case studies. Participants will have the opportunity to discuss their own challenges and share good practice with each other.

Course Inclusions:

  • Comprehensive learning materials incl. exercise files
  • Post course telephone support
  • ‘Certificate of Attendance’
    on completion of course
  • Light lunch

Deal: 5% discount for two to four participants and 10% discount for 5 and above participants. We also offer virtual learning on WhatsApp and Zoom. Contact us for details.

Training Details

Duration

3-day

Time

10am – 4 pm daily

Fee

N135,000 per participant.

Acct Name

Adoney Associates Limited

Acct No

4110014604 (Polaris Bank)

Venue

Lagos

Date

Batch A: Sept 7- 9, 2021,  Nov 16-18, 2021, Dec 1-3, 2021.

Batch B: Jan  27- 29, 2022,  March 22-24, 2022,  June 15-17, 2022.

More details

Call : 08023660697, Call/WhatsApp:  07046181186
Email:adoneyassociates@gmail.com, info@adoneyasociates.com
Social Media : www.facebook.com/adoneyassociates  or  twitter.com/adoneyassociate or  https://adoney-associates-limited.business.site/?m=true