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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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Managers and team leaders who have responsibilities for handling complaints and
operating the complaints' handling process.
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After completing this course, participants will be able to perform the following
actions:
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Recognize and address the needs of complainants
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Categorise and analyze complaints
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Implement corrective and preventive actions
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Establish complaints' handling procedures
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Manage complaints' handling records
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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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180 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 |
$75.00
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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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