- Duration: 1 Days
Course details
Duration: 2-week online course | 2 hours per week
Does your organisation encourage customer complaints? Do you make it easy for customers to registera complaint? If the answer to either of these questions is 'no', then you may be missing a significantopportunity to improve your business. Evidence suggests that most complaining customers who havetheir complaint resolved to their satisfaction are likely to do business with you again!
Since the time Professor Bob Johnson of Warwick Business School, in his 2001-2 ICS BreakthroughResearch report "Service Excellence = Reputation = Profit", and his 2003 research "Delivering ServiceExcellence; the view from the front-line has clearly demonstrated that what makes excellent serviceexcellent, and poor service poor, is very much about how organisations deal with problems andcomplaints.
This means that effective management of customer complaints offers a strategic opportunity to enhance your reputation and further develop your business. In order to do so, you need to create the right culture, develop an effective complaints handling process and become a learning organisation, accepting that a complaint is a gift of feedback on your performance.
It is our intention to give you an opportunity to understand the benefits of developing a strategic approach to customer complaints management.
Over the course of two weeks, you will be presented with a range of learning experiences includingpresentations, case studies and exercises together with post programme support to help you implement acomplaints management system in your organisation.
Updated on 24 February, 2023About Informa Connect Middle East
Informa Connect Middle East, is part of Informa, a multinational publicly listed publishing and events company.
The Middle East office was previously known as IIR Middle East, and has been established in Dubai since 1993. Informa Middle East has grown to be the largest event organiser in the region and with over 300 staff, the office runs over 450 training courses and over 40 conferences regionally on an annual basis.
The company also incorporates Informa Global Exhibitions which organises around 130 trade and consumer exhibitions in over 38 cities across the globe. Arab Health, Cityscape, Middle East Electricity and The Bride Show are some of the flag ship events.
Aside from the public training courses, conferences and exhibitions, Informa Middle East also provides in-house training to companies as well as manages events on behalf of corporate clients. Some of the past clients include NBAD, Microsoft, Etisalat, STC, Mobily, and ADNOC.
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