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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

Start taking better control of complaint management today

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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