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.
At the end of the programme, participants should be able to:
Module 1
Critical Underpinnings of Customer Complaint Management System
Module 2
Setting up a complaint handling system
Marketing Staff, Business Development Executives, Relationship Officers, Client Service Executives, Senior Management team
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