Customer Services : Complaints Handling هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

In business, complaints are only viewed in a negative light by those who lack the skills to deal with them proactively. Complaints give an organisation the unique opportunity to demonstrate its customer service commitment and capabilities. Though the severity and nature of complaints will always differ, each example gives the business every chance to turn a negative into a positive. Not to mention, the opportunity to highlight its professionalism and dedication to a much wider audience. Complaints represent the kind of critically important feedback every business needs to grow, evolve and improve. Which is why the worst thing any business can do is approach complaints negatively, or simply ignore them altogether.
This inspiring tutorial has been designed for senior customer service staff, business owners, managers and anyone involved in complaint handling. Study a breakdown of the complaint management process, along with common reasons for customer grievances and the different types of complainers. Explore a series of guidelines for proactive complaint management, how to determine adequate solutions to customer problems and the importance of both monitoring and reviewing complaint handling standards.

Objectives

Outline the common reasons of customer’s grievances
Recognise the importance of having an effective complaint management Process.

Programme Content

Topics:

• Performance Response Standards
• Reasons for Customer Grievances
• Types of Complainers
• Complaint Management
• The Complaint Management Process
• Guidelines for Handling Complaints
• Complaints Analysis Reports
• Resolving Problems and Quality-Improvement Activities
• Decide the Means to Select the Preferred Solution
• Implement, Monitor and Review

تحديث بتاريخ 05 November, 2020