Implementing and Managing a Customer Complaints System

Code

SM-311

City

Vienna

Hotel

Hotel Meeting Room

Price

4750 $

Start

2025-05-19

End

2025-05-23

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Pathways Training and consulting adopts the newest techniques of human resources Training and consulting and, with the following:

Theoretical lectures are delivered via PowerPoint and visual displays (videos and short films)
Making scientific evaluation to the trainee (before and after)
Brainstorming and role-playing
Using case studies related to the scientific material being delivered and the trainees' work.
The participants get the scientific and practical material printed and on CDs and Flash memories.
Preparing records and reports of the participants' attendance and results, with a general evaluation of the training program.
A group of the best trainers and experts in all fields and specialties professionally prepares the scientific material.
After finishing the course, the participants get certificates of attendance signed, certified, and issued by pathways Training and consulting.
Our training programs start at 9:00 o'clock in the morning and end at 2:00 in the afternoon, with snack buffet during the lectures.
Providing a lunch buffet during the training program period, with organizing a lunch party on the training program final day for taking some photos and certificate awarding.

Program Objectives

By the end of the program, participants will be able to:

Understand the concepts and importance of customer feedback.
Know the flow of customer feedback in an organization.
Design a customer feedback system to enhance organizational performance.
Improve existing system and benchmark against world class standards.
Assess and audit complaints systems.

This Program is designed for

Staff members who deal with customer feedback and customer service staff or team members who are working to develop effective customer feedback systems. This program is worth 25 NASBA CPEs.

Program Outline

Introduction to Understanding Your Customers

Who Is Your Customer?
Importance of Customers Feedback
Types of Customers

Introduction to Complaints Management

What Is a Complaint?
What Are the Sources of Complaints?
Why Should an Organization Seek Complaints?
Complaints Are Golden Opportunities for Improvement

Introduction to Complaints Management Standards

Why Standards?
Types of Standards
ISO 10002 as a Model
The Impact of Customer Attitudes towards Complaining and Organizational Reactions
Business Needs and Commercial Implications