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Effective Complaint Management
Complaints are often regarded as negative and troublesome issues that deflect resources from the “real work” of the organisation.
This effective complaint handling Learning package 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 Learning package participants will develop competence in:
- 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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