When Customers have a problem with something, they tell someone about it. They complain about companies that have overcharged them, provided poor service or who have rude employees. In fact, research shows that people who have a problem are likely to tell eight to ten people about it. However, fewer than one in twenty people who have a complaint will formally complain to the company itself.
Best-in-class companies welcome complaints because complaints are customer feedback which can be used to improve service performance/reduce cost, thus improving the bottom line. They make it easy for customers to complain, even encourage complaints, and then they bend over backwards to set things right and make changes so that both current and future customers do not experience similar problems.
Knowledge Development Objectives
At the end of the programme, participants should be able to:
- Manage complaints effectively and efficiently.
- View complaints as the most effective form of feedback in the sense that they immediately let the organization know when the mistakes are happening.
- Address complaints positively as a means to greater customer satisfaction and increased loyalty.
- Encourage feedback from customers so the organization can be fully aware once things go wrong.
- Ensure that written procedures for complaint management systems are strictly adhered to
- Ensure that complaint system is easily accessible to customers
- Regularly review the complaint management system of the organization and make necessary improvements.
- Use complaint management system for quality control and problem prevention
Critical Underpinnings of Customer Complaint Management System
- The benefits of handling complaints and difficult customers effectively
- Avoiding unnecessary complaints and customer frustrations
- Common causes for customer frustration
- The importance of a positive attitude in handling complaints and difficult customers
- Steps and skills for handling complaints and difficult customers
- Quality customer service skills
- Develop good service standards
- Customer expectations
- How to develop a process for complaint lodging system
- Prioritizing Complaints
- Establishing procedure for special cases
- Clearly define responsibilities for dealing with customers
- Be able to provide remedies
- Control and monitor the system
- Report outcomes
Setting up a complaint handling system
- Develop a fixed structure for resolving complaints
- Documenting complaints
- Develop a format for describing complaints
- Advise the complainant of alternatives
- Investigate further
- Resolve the complaint
Who Should Attend:
Marketing Staff, Business Development Executives, Relationship Officers, Client Service Executives, Senior Management team.