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The process of handling customer feedback has an impact on customer retention and
business success. For example, the complaint can be seen as a problem or as an opportunity.
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This course deals with planning, designing, maintaining, monitoring, auditing, and
improving the complaints handling process in compliance with ISO 10002 guidelines.
The complaints handling process is presented as one of the organization's business-processes
by defining the purposes, inputs, outputs, controls and resources of this process
and its linkage with other processes.
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Who Should Attend:
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This training is designed for top and middle managers who are responsible for planning,
operation, design, control and improvement of customer service/ satisfaction processes.
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After completing this course, participants will be able to perform the following
actions:
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Create a customer-focused environment that is open to complaints
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Establish a complaints' handling policy and objectives
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Design an effective complaints' handling process
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Integrate the complaints' handling process into a management system
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Use the complaints' handling process to enhance customer satisfaction
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Time to complete
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One calendar month
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Duration of the course
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30 min.
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Examples of process documentation
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Yes
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Instructor interaction
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Available in discussion forums or by email
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Office Hours chats
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Yes
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Forums (interaction with other students)
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Yes
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Online quizzes
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2
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Written assignments
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1
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Final assessment
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1
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Certificate of completion
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Yes
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Cost, USD
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$45.00
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Microsoft Windows XP or Macintosh OS X 10.3 or newer
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Microsoft Internet Explorer 7.0 or Mozilla FireFox 3.0 or newer |
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Adobe Flash Player 8 or newer |
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Adobe Acrobat Reader 7.0 or newer |
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Pop-up blockers must be disabled |
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JavaScript must be enabled on the browser Recommendations
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High-speed Internet (there are some large documents available for download)
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Screen resolution must be set to 1024 x 768 or 800 x 600 |
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