EFFECTIVE COMPLIANT SYSTEM: A TOOL FOR CUSTOMER SERVICES IMPROVEMENT

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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. In addition, the course also covers the necessary preparations an organization must go through in terms of cultural development and openness before it can hope to benefit from complaints, recover complaining customers, improve internal processes and achieve new heights in customer satisfaction.

Event Date: 27/03/2023 – 30/03/2023

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Overview
Course Outline

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
- ‘Customer complaint’ definition
- The importance of complaints
- Customer satisfaction and customer loyalty
- The ‘Kano’ model
- The danger of ignoring complaints
- Levels of complaints
- Complaints handling: process and behavior
- Sources of customer complaints
- Dealing with customer complaints
Complaints management standards and Complaints Handling Process (CHP)
- Complaints management standards – background
- ISO 9001 process model
- ISO 9001 and requirements for complaints management
- Essential elements of a complaints management system
- ISO 10002:2008 guidelines for CHP
- 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
  - 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
  - Metrics, measures and Key Performance Indicators (KPIs)
  - Where do KPIs come from
  - Some organizational Key Result Areas (KRAs)
  - Criteria for ‘good’ KPIs
  - Analysis of complaints: root cause analysis
  - Prioritizing problems
  - Finding effective and efficient solutions

Duration: 4 days

Class Session: 10:00 am – 4:00 pm each day including Breakfast and Lunchtime

Customize Your Training

This training solution and other training topics from McTimothy Associates are currently available as residential/in-house options.

Please Note

McTimothy Associates Reserves the right to postpone or cancel a course due to unforeseen circumstances beyond our control. In such cases, delegate(s) will be registered for the next run of the Course.