The Customer Complaint System: A Tool for Customer Service Improvement

Why Attend

This specialized course tackles the issue of customer complaints by focusing on its two components: the behavioral aspect related to the individual employee who deals face to face with the complainant, and the system’s or procedural aspect related to how the organization should process a complaint, every step of the way, from the moment it is raised to its conclusion. Relying on ISO 10002 guidelines and other international best practices, the course also covers the necessary preparations an organization must go through in terms of cultural development and openness before it can hope to benefit from complaints, recover complaining customers, improve internal processes and achieve new heights in customer satisfaction.

Course Methodology

In addition to short presentations by the consultant and the resulting written or oral questions that are debated by the group, this course relies on case studies, exercises and the design of procedures and forms by work teams as well as role-plays.

Course Objectives

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

  • Defend the vital role of a customer complaints management system in enhancing organizational performance
  • Demonstrate how a properly trained employee handles, step-by-step, complaining customers gain their confidence and gratitude and secures their satisfaction
  • Implement a customer feedback system that will maximize customer satisfaction and retention
  • Manage every phase of the complaint handling process from preparation to closing including receipt, analysis, escalation, tracking, and all internal and external communication
  • Formulate relevant key performance indicators to assess and audit compliant systems

Target Audience

Customer complaint system managers and staff, customer service managers and staff, as well as managers and staff of support departments such as HR and IT, that provide services to other departments (internal customers) in the organization.

Target Competencies

  • Customer orientation
  • Empathic outlook
  • Emotional control
  • Meeting standards
  • Systems judgment
  • Organized workplace
  • Quality orientation

Location:

South Africa

Training Dates:


Training Schedule
Duration
1 Week
2 Weeks
3 Weeks
Month
Option A
Option B
Option A
Option B
Option A
January
13 - 17 Jan
27 Jan - 31 Jan
6 - 17 Jan
20 Jan- 31 Jan
13 Jan - 31 Jan
February
10 - 14 Feb
24 Feb - 29 Feb
3 - 14 Feb
17 Feb - 29 Feb
10 Feb - 29 Feb
March
10 - 14 Mar
23 - 27 Mar
2 - 13 Mar
16 - 27 Mar
9 - 27 Mar
April
6 - 10 Apr
20 - 24 Apr
30 Mar - 10 Apr
13 - 24 Apr
6 - 24 Apr
May
6 - 10 May
27 -31 May
29 Apr - 10 May
20 - 31 May
13 - 31 May
June
8 - 12 Jun
22 - 26 Jun
1 -12 Jun
15 - 26 Jun
8 - 26 Jun
July
6 - 10 Jul
20 - 24 Jul
29 Jun - 10 Jul
13 - 24 Jul
6 - 24 Jul
August
10 - 14 Aug
24 - 28 Aug
3 - 14 Aug
17 - 28 Aug
10 - 28 Aug
September
7 - 11 Sep
21 - 25 Sep
31Aug - 10 Sep
14 - 25 Sep
7 - 25 Sep
October
5 - 9 Oct
19 - 23 Oct
28 Sep - 9 Oct
12 - 23 Oct
5 - 23 Oct
November
9 - 13 Nov
23 - 27 Nov
02 - 13 Nov
16 - 27 Nov
9 - 27 Nov
December
7 - 11 Dec
14 - 18 Dec
30 Nov - 11 Dec
07 - 18 Dec
30 Nov - 18 Dec


Course Duration:

Unit Standard:

NQF Level:

Number of Credits:


Course Fees


Note: Please fill in the online application form on the left or bottom if this page to receive a quotation with detailed pricing from AATICD.

How to Apply:

To Apply Simply Fill in the Online Enquiries / Applications form on the Right Sidebar or Bottom of this website https://www.aaticd.co.za

NB:

When filling the online application form; please take note of your desired Training Month, Duration in Weeks and Training Session. This will give us the exact dates you will be attending your classes.

Also note that Tuition Fees must be paid upfront on or before training start date. This is to ensure that all resources are made availabe for you before you start. You will not be allowed into training if fees are not paid and verified.

Also note that Tuition Fees Cancellations must be made 14 business working days before the starting date of training. This will allow us to do a 50% refund of the total amount paid. If cancellations are made thereafter note that no refund will be made to delegates.

Tuition Fees include teas and lunch as well as either a laptop or tablet which a delegate will take home free of charge.

Tuition Fee DOES NOT include Accommodation, Dinners and other Extra Curricular Activities or Incidentals. Delegates are expected to fund this on their own. AATICD will not be held accountable for any incidents to delegates.

In-House Trainings are also available for 3 or more delegates for any duration. Please consult with our Administration for such In-House training bookings.


Course Outline

  • Introduction to understanding your customers
    • Interesting facts and figures
    • Customer retention
    • The principal foundation of retaining and developing our customer base
    • The ‘PRIDE’ model for understanding customer needs
    • Service mix elements
    • The service quality model and service gaps
    • Managing customer expectations
  • Introduction to complaints management
    • ‘Customer complaint’ definition
    • The importance of complaints
    • Customer satisfaction and customer loyalty
    • The ‘Kano’ model
    • The danger of ignoring complaints
    • Levels of complaints
    • Complaints handling: process and behavior
    • Sources of customer complaints
    • Dealing with customer complaints
  • Complaints management standards and Complaints Handling Process (CHP)
    • Complaints management standards – background
    • ISO 9001 process model
    • ISO 9001 and requirements for complaints management
    • Essential elements of a complaints management system
    • ISO 10002:2008 guidelines for CHP
    • Scope and guiding principles
    • The complaints handling policy
    • Responsibility and authority
      • Top management
      • Management representative
      • Other managers
      • All personnel in contact with customers
      • All other personnel
    • Planning and design
      • Objectives of the CHP
      • Customer satisfaction, linkages, and alignment
      • Resource requirements
      • Competency requirements
    • Operation and communication
      • Essential elements
      • Receiving, recording, and tracking
      • Assessing, investigating and closing
    • Maintenance and improvement
      • Collection of information
      • Satisfaction with CHP
      • Monitoring the CHP
      • Auditing the CHP
      • Management review
  • Assessing and monitoring a complaints management system
    • Quotes on measures
    • Metrics, measures and Key Performance Indicators (KPIs)
    • Where do KPIs come from
    • Some organizational Key Result Areas (KRAs)
    • Criteria for ‘good’ KPIs
    • Analysis of complaints: root cause analysis
    • Prioritizing problems
    • Finding effective and efficient solutions