ISM Endorsed The Customer Complaint System: A Tool for Customer Service Improvement

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

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

• Explain the concept of customer satisfaction, expectations, and the relationship to customer complaints management system in enhancing organizational performance
• Discuss the behavioral aspects of serving customers and demonstrate how a properly trained employee handles complaining customers step-by-step to gain their confidence and secure their satisfaction
• Design a comprehensive complaint-handling process, including receipt, analysis, escalation, tracking, and all internal and external communication
• Manage and operate the complaint-handling process elements, including escalation, audit, and management reviews
• Formulate complaints-related performance indicators and analyze complaints for root causes

Management and staff members who work in customer complaints, customer service, and support departments, such as HR, finance, and IT, who provide services to other departments (internal customers) in the organization.

• Customer service
• Complaint Handling and Resolution
• Customer-Centric Communication
• Continuous Improvement through Feedback Utilization
• Problem Solving
• Complaint System Design and Implementation