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This is a single-unit conference program
(24 - 25 hours of conference work)
Complaints are often regarded as negative and troublesome issues that deflect resources from the ‘real work’ of the organisation.
This effective complaint handling business course re-positions complaints in a more positive light and gives details on how a complaint handling process can be designed and implemented in any organisation.
Program Description
Within this course participants will develop competence in:
Introduction.
> Complaints and the Organisation
> Why Handle Complaints/
> Internal and External Customers
Complaints.
> What is a Complaint?
> Sources of Complaints
> Benefits of Complaints
> Dangers of Complaints
Customers.
> Perspectives
> Perceptions
> Expectations
Complaint Handling Process
> Build the Process
> Systemization
> People and the Process
> Customer Care Competencies
Documentation
> Handling Documents
> Capturing the Complaint
Formulating a Solution
> RADARS Criteria
Ownership
> Roles
> Responsibility
> Objectives
> Auditing
> Improvement
Failure of Complaint Handling Systems
> Impact
> Causes
> People Factors
> System Factors
> Why Some People Don't Complain
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