Effective Training.
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Effective Complaint Management

Date: December 08, 2017
Time: 8:30am-12:30pm
Venue: Lourdes Suites, Makati City

Managing customer complaints rank as one of most dreaded functions of customer service professionals. It is because of this that many would choose to avoid, ignore or even mishandle complaining customers than take responsibility for resolving the issue.


The fact is, no matter how we try to avoid or prevent complaints, they will still happen. Even the best companies in the world get complaints. Since it is already a constant aspect of serving customers, all the more that service professionals need to know how to manage and prevent them.
This program presents key tools and techniques on how address complaints properly and how to effective apply service recovery procedures. It is also important that service professionals develop a more positive mindset on complaints and how to resolve them. Managing customer problems and complaints are golden opportunities to prove to our customers that we are really dedicated to serve them.


In addition, participants will also learn how to apply the most appropriate service recovery procedure by matching it to the problem or situation. This ensures that it is not only the management and resolution of complaints that is the focus, but also the prevention. This highlights the need to ensure that lapses and complaints are dealt with properly from a team perspective because prevention is always better than cure. It is also less costly, stressful and problematic on the part of the company and its service representatives.

 

Module 1: Exploring the Nature of Complaints

A. The Truth Behind Customer Complaints
    1. What is a Complaint?
    2. Types of Complaints
        a. Logical Complaints
        b. Psychological Complaints

    3. Why do we Fear or Hate Handling Complaints?
    4. The Costs of Ineffective Complaint Management
    5. What do Complaining Customers Want from Us?

B. Developing a Positive Mindset on Complaints
    1. Complaints as Gifts from our Customers
        a. The Benefits of Managing Complaints
        b. The Mathematics of Complaints

    2. Complaints as gauges of Excellent Service
        a. Sources of Customer Insights and Preferences
        b. Knowing our Areas of Improvement

Module 2: Analyzing the Types of Complaints you Encounter

A. The General Types of Complaints
    1. Formal Mailed Complaint
    2. Verbal Complaint
    3. Telephone or Email Complaint

B. Types of Complaint Handling Procedures and When to Apply each
    1. Formal and Informal Handling
    2. Standard and Special Reaction to Complaints

C. Possible Complaint Actions to Use
    1. Apology
    2. Replacement
    3. Refund
    4. Repair
    5. Discounts
    6. Other Actions
 
D. Service Recovery Procedures
    1. The Steps of Applying Service Recovery
    2. What Not to Say or Do when Applying Service Recovery
    3. Doing a Follow-up and Check Back after Complaint Resolution

E. Service Recovery Procedures
    1. The Steps of Applying Service Recovery
    2. What Not to Say or Do when Applying Service Recovery
    3. Doing a Follow-up and Check Back after Complaint Resolution

Module 3: Developing a Complaint Management System

A. Creating Adequate Complaint Channels
    1. Setting up of Ways for Customers to Complain
    2. Encouraging Customers to Complain
    3. Collection of Data and Information on Complaints

B. Analyzing the Root Causes and Effects of Complaints
    1. Customer Contact Point Analysis
    2. Review of Complaints Received
    3. Person/s Responsible
    4. Recommendations and Improvements to be Made

C. Establishing Complaint Management Systems
    1. Design and Implementation of Complaint Solutions
    2. Development of Steps with Timeframes and Persons in Charge
    3. Creation of Performance Measures and Key Results to be Achieved
    4. Evaluation of the Results
    5. Corrective Actions to be Taken

 

 

TERMS AND CONDITIONS:

The P1, 699+VAT per participant, per seminar rate will be applied for reservations made UNTIL October 9, 2017 and paid within the assigned due date and P1, 999+VAT per participant, per seminar will be applied for on-site payments. 

 
[ Seminar Fee includes snacks, materials and certificate of completion ]

Duration: Half-Day

Rate: P1,699

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