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 |
Expertise from acknowledged complaint management thought leaders
Consultative approach to solving your specific problems
Easy to use and secure with powerful integration features for rapid roll out
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