Complaints Procedure Design Course

Are you confident that your organisation knows about all of the issues that cause customer dissatisfaction? Do customers trust your organisation enough to complain to you and get problems resolved? Do you have learning mechanisms in place to allow services to be changed and redesigned based on the customer experience?

This comprehensive two-day workshop will give you the opportunity to explore all the key implications involved in effectively managing complaints and customer feedback. The workshop is designed to help organisations to get the most out of developing and reviewing complaint and customer feedback processes.

Course title:	Developing an effective complaints handling process
Dates and venues:	Various – contact us for more details
Duration:	2 Days
Cost:	£650 per delegate
SOCAPiE members:	5%-20% discount according to membership category

Each delegate will receive a free one-year Personal membership of SOCAPiE worth £48.

There are two formats for course delivery:

Open courses:	Held throughout the year according to demand from individual delegates
In-house:	Held at an agreed time on your premises

Content	What participants will take away
Overview of complaint management standards	Understanding complaints standards especially ISO 10002
Managing customer dissatisfaction today	The different service worlds and customers. Look at why some customers complain and why some don’t
Understanding the benefits of complaints	Recognise the common organisational reactions to complaints. Understanding the business needs and commercial implications
Developing a complaint-friendly culture in your organisation	Guaranteeing success from feedback. Identify the core attributes of a complaint-friendly organisation
Strategies to encourage complaints	Communicating your strategy and helping customers to complain. Delivering incentives to reward employees
Deploying a complaint management strategy	Integrating with your communication, customer care, sales and marketing strategies. Look at methods of response and resolution. Set out your escalation process
Using complaints as business intelligence	Benefits of technology to support your complaint management strategy. Identifying trends and preventing recurrence of repeat problems
Monitoring and measurement	Measuring the success of your strategy. Complaints audits in practice and in principle. Management review of your strategy
Implementing for success	Identifying the barriers to a successful complaint management strategy. Set out your complaint management action plan

SESSION	FOCUS	ACTIVITY	OUTCOME
Overview of complaint management standards	Look back at the history of BS 8600:1999 to ISO 10002 and the key requirements	Commitment to managing customer issues Processes in place to handle complaints	Identify the strengths and weakness of your process Help you towards accreditation
Managing customer dissatisfaction	Different customers, different service cultures Customer perceptions and expectations	Poor, surviving and service excellence service cultures What do your customers expect from your organisation?	Creating loyalty between customer and organisation Key considerations for treating customers
The benefits that can be gained from complaints	Costs of getting it wrong Benefits of getting it right	Confidence and satisfaction = trust Difficult customers = costly customers	Awareness of the benefits of complaints Objectives for an effective process
Complaint-friendly culture	Organisational attitudes towards complaintsCustomer feedback policy	Behaviours for a complaint friendly culture and the barrier to a complaint friendly culture	A customer focus feedback policy Building confidence and trust
Encourage complaints	Helping customers to complain Reward handling	24/7 feedback An encouragement checklist	Complaints are good feedback Make it easy to complain
Complaint management strategy	Overlap with other areas of business Escalation processes	Communication, customer care, sales and marketing strategies	Comprehensive strategy to ensure effective management
Business intelligence	Benefits of technology Flow of information	Mapping the customer journey Classifying complaints	Implementing complaints analysis processes
Monitoring and measurement	Measuring success Audits in practice and principle	Developing an audit plan Auditing the customer experience	Confidence in your system Input from customers
Implementing for success	Barriers to successful implementation The solutions	Management action plan Good practice	Past, present and future

Complaint Procedure Design

Start taking better control of complaint management today