Solomon People Solutions

Effective Complaint Handling

Effective Complaint Handling from Solomon People Solutions trains you to   focuses on resolving customer grievances, identifying areas for improvement, and developing better products or services

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Medium of Instruction: English
Duration of the program: 16 hours

No one likes complaints and no one likes to handle complaints and consider it an headache. Have you ever considered complaint as a blessing. This course helps in looking at complaint as a means to improve and support the very organisation and gives tools to manage complaints effectively. 

Description

When you have completed this program you will be able to define the key concepts associated with handling complaints and you will be able to: 

  • Define what a complaint is.
  • Understand why customers complain.
  • Describe the components of an effective complaint handling process.
  • Explain the various documentation requirements.
  • Use tracking and trending of complaints for continuous improvement activity.
  • Understand how a more professional approach to the handling of complaints in an organization can deliver benefits in terms of increased customer satisfaction.
Who Should Attend this program?

Our target audience are executives who need to use and/or understand complaint handling to ensure effective customer satisfaction in an organization. 

Program Outline

Introduction

  • Introductions 
  • Establishing Ground Rules 
  • Starting The Session – ‘What I Expect” 
  • Key Learning Principles 
  • Pre-Assignment 

Section 1  

  • Learning Objectives 
  • Complaints and The Organization 
  • Exercise 
  • Why Have Complaints 
  • Internal and External Customers 

Section 2  

  • Complaints – What Are They 
  • Complaints – Where Do They Come From 
  • Benefits Of Handling Complaints 
  • Dangers Of Handling Complaints 
  • First Contact Resolution 
  • Some Fast Rules 

Session 3  

  • Customers – Perspectives, Perceptions & Expectations 
  • Reality And The Complaint 
  • Dealing With Perceptions 
  • Fact Versus Feeling 

Section 4  

  • Complaint Handling Process 
  • Building The Process 
  • Systemization 
  • People In The Process 
  • Competence 

Section 5  

  • Documentation 
  • Capturing The Complaint 
  • Formulating The Solution 
  • RADARS Criteria 
  • Ownership 
  • Objectives Of The Complaint Handling Process 
  • Training 
  • Measuring The Complaint Handling System 
  • Test The Process 
  • Auditing The Process 
  • Continuous Improvement 
  • Tracking & Trending  

Section 6  

  • Failure Of The Complaint System 
  • Words To Avoid 
  • Why Some People Don’t Complain 

Final Review  

  • Summary 
  • Post Assignment 
  • Action Plan 
  • Recommended Reading 
  • Evaluation 

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    Here is what some of the previous participants of this program had to say:

    “We learnt a lot of new techniques which will help us to implement in our organisation”

    “It was brought across to us in a such a way that we have go back and implement”

    Beginning of the program:

    Each participant has to fill in a pre-training need form to ascertain their expectations that can be catered to by the facilitator.

    At the end  of the program

    Each participant has to submit a Post Training Action plan for implementation and to ascertain the Return on Investment.