Complaints Management – Turning Complaints to Compliments
Details
This 2- day program enables the participants to understand the importance of complaints handling for organizational development and measures to be taken to manage the complaints of the customers.
APEX Global Learning offers standard promos such as the Early Bird rate or the Group Discount rate. Please contact [email protected] for more information.
Outline
- What is CRM?
- Why do businesses need CRM?
- Supplier-Organization-Customer Process
- What is a complaint?
- Why do customers complain?
- Typical Complaints
- Elements of handling complaints
- Effective Complaints Management
- Complaints Management Principles
- Operations of complaints handling process
- Complaints handling operations- Problem
- Solving Tools
- ISO 10001, 10002 & 10003
- Complaints as a performance indicator
- Ways of getting customer feedback
- Complaints as opportunities for improvement
- Implementation Steps
- Organizational roles and responsibilities
Speaker/s
The trainer has extensive experience in facilitating training programs such as HR Metrics and Workforce Analytics, Effective Presentation Skills, Complaints Management, Coaching and Mentoring, Achieving Leadership Excellence, Train the Trainer, Problem Solving and Decision Making, Root Cause Analysis, Strategic Planning, Customer Service Excellence, Leadership Skills, Personality Development, etc.
Our sole aim is to promote performance excellence among professionals. We help our customers achieve greater success through effective, experiential, and results-oriented training delivery. APEX Global (The Academy for Professional excellence) is the learning solutions arm of ECCI—the leading process improvement solutions provider in Southeast Asia. Our sole aim is to promote performance excellence among professionals. We help our customers achieve greater success through effective, experiential and results-oriented training delivery. Our professional development
solutions cover Training and Conferences, Managed Services and Learning on Demand. We organize public training and in-house workshops tailored to specific organizations. We help companies manage their non-core yet critical training function through end-to-end training management - starting from planning and needs analysis to program evaluation and records management. Learning on Demand products we offer provide convenient and innovative ways for learning.
Applying the experience of training over 100,000 professionals in the last decade, a strong pool of expert trainers and facilitators with expertise in a niche array of domains and a strong regional presence, we provide an extensive portfolio of high-quality industry-specific and functional programs coupled with high-quality training materials to deliver our ultimate “promise”—the R.E.A.L. learning experience ...
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