Course:Implementing and Managing a Customer Complaints System

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Course:Implementing and Managing a Customer Complaints System

Category

Customer Service, Sales & Marketing Training Courses

Code

SM-311

City

Geneva (Switzerland)

Hotel

Hotel Meeting Room

Duration

One week 25Hour
2024-10-28 2024-11-01

Fees

5450 €
Durations for this Course
Register for this course
Course Outline Training Methodology Overeview
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

 
Essential Elements of a Complaints Management System
  • Scope and Policy
  • Planning
  • Resource/Competence
  • Logging and Receiving Complaints
  • Implementation and Operation
  • Management Review
  • Corrective and Preventive Actions
Designing and Implementing an Effective Customer Complaint System
  • Complaint Definition, Handling, Escalation and Resolution
  • Developing a System Including Workflow and Process Mapping
  • Monitoring, Measurement and Management Review
  • Audits in Principle and Practice
  • Possible Barriers
Writing a Customer Complaint Procedure

 

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Results --->  Of Courses
Download result list
30
Course Title Duration Class Room/ Online Fees
Implementing and Managing a Customer Complaints System 2024-05-13 2024-05-17
Class Room Athens-(Greece)
5450 €
Implementing and Managing a Customer Complaints System 2024-05-20 2024-05-24
Class Room Zurich-(Switzerland)
5450 €
Implementing and Managing a Customer Complaints System 2024-05-20 2024-05-24
Class Room Zagreb-(Croatia)
4950 €
Implementing and Managing a Customer Complaints System 2024-05-20 2024-05-24
Class Room Kuala-Lumpur-(Malaysia)
4450 €
Implementing and Managing a Customer Complaints System 2024-05-27 2024-05-31
Class Room Auckland-(New-Zealand)
5450 €
Implementing and Managing a Customer Complaints System 2024-05-27 2024-05-31
Class Room Cyprus-(Larnaka)
5450 €
Implementing and Managing a Customer Complaints System 2024-05-27 2024-05-31
Class Room Jakarta-(Indonesia)
3950 €
Implementing and Managing a Customer Complaints System 2024-06-10 2024-06-14
Class Room Barcelona-(Spain)
5450 €
Course Title Duration Class Room/ Online Fees
Implementing and Managing a Customer Complaints System 2024-06-10 2024-06-14
Class Room Frankfurt-(Germany)
5450 €
Implementing and Managing a Customer Complaints System 2024-06-17 2024-06-21
Class Room Bangkok-(Thailand)
4950 €
Implementing and Managing a Customer Complaints System 2024-06-24 2024-06-28
Class Room Istanbul-(Turkey)
2950 €
Implementing and Managing a Customer Complaints System 2024-06-24 2024-06-28
Class Room Marbella-(Spain)
5450 €
Implementing and Managing a Customer Complaints System 2024-06-30 2024-07-04
Class Room Cairo-(Egypt)
2550 €
Implementing and Managing a Customer Complaints System 2024-07-08 2024-07-12
Class Room London-(UK)
5450 €
Implementing and Managing a Customer Complaints System 2024-07-14 2024-07-18
Class Room Amman-(Jordan)
2950 €
Implementing and Managing a Customer Complaints System 2024-07-15 2024-07-19
Class Room Tbilisi-(Georgia)
4950 €
Course Title Duration Class Room/ Online Fees
Implementing and Managing a Customer Complaints System 2024-07-29 2024-08-02
Class Room Paris-(France)
5450 €
Implementing and Managing a Customer Complaints System 2024-07-29 2024-08-02
Class Room Rome-(Italy)
5450 €
Implementing and Managing a Customer Complaints System 2024-08-05 2024-08-09
Class Room Malaga-(Spain)
5450 €
Implementing and Managing a Customer Complaints System 2024-08-11 2024-08-15
Class Room Marrakesh-(Morocco)
3450 €
Implementing and Managing a Customer Complaints System 2024-08-12 2024-08-16
Class Room Baku-(Azerbaijan)
4950 €
Implementing and Managing a Customer Complaints System 2024-08-12 2024-08-16
Class Room Vienna-(Austria)
5450 €
Implementing and Managing a Customer Complaints System 2024-09-02 2024-09-06
Class Room Florence-(Italy)
5450 €
Implementing and Managing a Customer Complaints System 2024-09-09 2024-09-13
Class Room Prague-(Czech-Republic)
5450 €
Course Title Duration Class Room/ Online Fees
Implementing and Managing a Customer Complaints System 2024-09-30 2024-10-04
Class Room Paris-(France)
5450 €
Implementing and Managing a Customer Complaints System 2024-10-07 2024-10-11
Class Room Berlin-(Germany)
5450 €
Implementing and Managing a Customer Complaints System 2024-10-20 2024-10-24
Class Room Kuwait-(Kuwait)
3450 €
Implementing and Managing a Customer Complaints System 2024-10-28 2024-11-01
Class Room Singapore-(Singapore)
5950 €
Implementing and Managing a Customer Complaints System 2024-10-28 2024-11-01
Class Room Geneva-(Switzerland)
5450 €
Implementing and Managing a Customer Complaints System 2024-11-18 2024-11-22
Class Room Munich-(Germany)
5450 €

Implementing and Managing a Customer Complaints System

2024-05-13 2024-05-17
Offline 5450 €
Athens-(Greece)

Implementing and Managing a Customer Complaints System

2024-05-20 2024-05-24
Offline 4950 €
Zagreb-(Croatia)

Implementing and Managing a Customer Complaints System

2024-05-20 2024-05-24
Offline 4450 €
Kuala-Lumpur-(Malaysia)

Implementing and Managing a Customer Complaints System

2024-05-20 2024-05-24
Offline 5450 €
Zurich-(Switzerland)

Implementing and Managing a Customer Complaints System

2024-05-27 2024-05-31
Offline 5450 €
Auckland-(New-Zealand)

Implementing and Managing a Customer Complaints System

2024-05-27 2024-05-31
Offline 3950 €
Jakarta-(Indonesia)

Implementing and Managing a Customer Complaints System

2024-05-27 2024-05-31
Offline 5450 €
Cyprus-(Larnaka)

Implementing and Managing a Customer Complaints System

2024-06-10 2024-06-14
Offline 5450 €
Barcelona-(Spain)

Implementing and Managing a Customer Complaints System

2024-06-10 2024-06-14
Offline 5450 €
Frankfurt-(Germany)

Implementing and Managing a Customer Complaints System

2024-06-17 2024-06-21
Offline 4950 €
Bangkok-(Thailand)

Implementing and Managing a Customer Complaints System

2024-06-24 2024-06-28
Offline 5450 €
Marbella-(Spain)

Implementing and Managing a Customer Complaints System

2024-06-24 2024-06-28
Offline 2950 €
Istanbul-(Turkey)

Implementing and Managing a Customer Complaints System

2024-06-30 2024-07-04
Offline 2550 €
Cairo-(Egypt)

Implementing and Managing a Customer Complaints System

2024-07-08 2024-07-12
Offline 5450 €
London-(UK)

Implementing and Managing a Customer Complaints System

2024-07-14 2024-07-18
Offline 2950 €
Amman-(Jordan)

Implementing and Managing a Customer Complaints System

2024-07-15 2024-07-19
Offline 4950 €
Tbilisi-(Georgia)

Implementing and Managing a Customer Complaints System

2024-07-29 2024-08-02
Offline 5450 €
Paris-(France)

Implementing and Managing a Customer Complaints System

2024-07-29 2024-08-02
Offline 5450 €
Rome-(Italy)

Implementing and Managing a Customer Complaints System

2024-08-05 2024-08-09
Offline 5450 €
Malaga-(Spain)

Implementing and Managing a Customer Complaints System

2024-08-11 2024-08-15
Offline 3450 €
Marrakesh-(Morocco)

Implementing and Managing a Customer Complaints System

2024-08-12 2024-08-16
Offline 5450 €
Vienna-(Austria)

Implementing and Managing a Customer Complaints System

2024-08-12 2024-08-16
Offline 4950 €
Baku-(Azerbaijan)

Implementing and Managing a Customer Complaints System

2024-09-02 2024-09-06
Offline 5450 €
Florence-(Italy)

Implementing and Managing a Customer Complaints System

2024-09-09 2024-09-13
Offline 5450 €
Prague-(Czech-Republic)

Implementing and Managing a Customer Complaints System

2024-09-30 2024-10-04
Offline 5450 €
Paris-(France)

Implementing and Managing a Customer Complaints System

2024-10-07 2024-10-11
Offline 5450 €
Berlin-(Germany)

Implementing and Managing a Customer Complaints System

2024-10-20 2024-10-24
Offline 3450 €
Kuwait-(Kuwait)

Implementing and Managing a Customer Complaints System

2024-10-28 2024-11-01
Offline 5950 €
Singapore-(Singapore)

Implementing and Managing a Customer Complaints System

2024-10-28 2024-11-01
Offline 5450 €
Geneva-(Switzerland)

Implementing and Managing a Customer Complaints System

2024-11-18 2024-11-22
Offline 5450 €
Munich-(Germany)

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