At the end of the course you will learn, why customer complaint is a “Gift”? Customers who complain are offering the organization a chance to identify and resolve problems, demonstrate excellent service, and keep their loyalty. Effective customer complaint handling is one of the most important aspects of fulfilling customer demand and providing excellent customer service.
ISO 10002:2014 provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance, and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system. Delegates are taken through a structured programme that includes a balance of theory and practical using a mix of workshops and practical exercises enabling them to gain an understanding of the key activities for understanding ISO10002:2004.
You need this course if…
- you are looking for an understanding of the customer complaint handling processes and its challenges
- you want to understand standard requirement ISO 10002 and want to have basic work experience in customer service and complaint handling.
You will learn?
How to enhance customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its product and customer service.
How to recognise and address the needs and expectations of complaints
How to provide complainants with an open effective and easy to use complaint process
How to analyse and evaluate complaints in order to improve the product and customer service quality
How to enhance the reputation, credibility and image of the organization
How to Improve customer loyalty and satisfaction with your products and services
How to Improve employee satisfaction and retention through empowerment and recognition