CATEGORY 3: Professional Complaints Management

The overarching goal for providing services is to satisfy customers. However, if services fall below what customers expect, the latter become dissatisfied leading to complaints. Many employees find handling of complaints challenging. Frontline staff resent facing angry customers yet managers prefer to delegate such tasks to supervisees, claiming that complainants consume time that would have been spent on strategic issues. Thence, customers find themselves being tossed to-and-fro, with nowhere to express their dissatisfaction. 

 

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PROFESSIONAL COMPLAINTS MANAGEMENT SKILLS

This course will empower participants to design an effective complaints management strategy for their organisation(s).   

 

Who should attend  

Employees involved in handling complaints at Director, Principal, Senior and Officer levels, Members of Service Improvement Teams, Service Quality Coordinators etc.  

 

How participants will benefit

By the end of the Course, participants will be able to draft a Complaints Management Strategy for their organization(s)   

 

Course Content

1. How to Generate Feedback from Customers
2. Complaints Documentation
3. How to Process Complaints
4. How to Analyze Complaints
5. How to Write Complaints Reports
6. Human Resources Aspects of Complaints Management
7. Organizational Aspects of Complaints Management
8. How to Select Technology Solutions for Complaints Management

 

Mode of Delivery: Physical (in-person).  Adult training methods used

Duration: 1 week; Monday to Friday, 9am-4pm

Fees: Covers tuition fees; training materials; 2 tea-breaks and buffet lunch per day.

Code: PCMS