Outline Complaint Management Essentials With Everything You Need To Teach A One-Day Course On Managing Complaints.
These complaint management training course materials are aimed at anyone that is involved in supporting customers and teams in a business.
You can deliver the training course materials to help individuals to view complaints as opportunities in order to help improve a business.
Whether you’re just starting out or you’ve been in business for years, you can extend your managing complaints courses with our training course material.
Suggested Use: For all complaint-handling courses. Download the training course material to your desktop. Easily rebrand by adding your logo, then edit any content to deliver any company-specific content.
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Topics Covered.
1. Introduction
- An effective complaint handling process.
2. The six key components of an effective complaint management process
- The importance of a contact point.
- An investigation methodology.
- The need for documentation.
- Improving communication.
- Resolution.
- Implementation of learning/improvements.
3. The benefits of handling complaints within an organization
- How to build customer ambassadors.
- How to increase customer loyalty.
- Maintaining a customer base.
- How to use customer complaints to increase profitability.
4. Five clear trends will emerge when complaints are handled poorly
- Customers leave due to dissatisfaction.
- Competitors use the failure against you.
- Loss of revenue/profit.
- The potential demotivation of personnel involved in the process.
- Loss of an opportunity to learn and improve.
5. A practical approach to complaint management
- The practical steps involved an effective complaint handling process.
6. Conclusion
- How to manage and measure an effective complaint management process.
Learning Objectives.
Your participants will:
- Understand the value of handling complaints within the organization.
- Understand and use a practical complaint-handling approach.
- Explore how to manage and measure an effective complaint-handling process.
- Examine an effective complaint-handling process.
