Introduction:

The "Complaint Management" course is essential for improving service quality and enhancing customer satisfaction through effective handling of complaints. The course aims to provide participants with the knowledge and skills necessary to manage complaints efficiently and turn them into opportunities to improve performance and boost loyalty. The course focuses on developing professional strategies for dealing with customer complaints and applying the latest practices to achieve positive outcomes.

Program Objectives:

• The participant will learn the importance of complaint management and how it affects customer satisfaction and loyalty.
• The participant will understand the basic principles of complaint management and how to turn them into opportunities for performance improvement.
• The participant will recognize how to develop effective communication and follow-up mechanisms with customers.
• The participant will learn strategies for dealing with different customer behavioral patterns and applying effective communication techniques.
• The participant will understand how to integrate various quality standards to enhance the efficiency of the complaint management system.

Program Topics:

1. The concept of complaints and their causes:

   • Definition of complaints and their types.
   • Reasons for customers to submit complaints.
   • The impact of complaints on the relationship between customers and the institution.
     
     

2. Designing a complaint management system:

   • Elements of an effective complaint management system.
   • How to build a system that is efficient and flexible.
   • Strategies for collecting and documenting complaints.
     
     

3. Effective communication with customers:

   • Effective communication skills and active listening.
   • Techniques for dealing with angry and dissatisfied customers.
   • How to formulate professional, solution-based responses.
     
     

4. Analyzing and evaluating complaints:

   • Methods for analyzing complaints to identify root causes.
   • Tools for evaluating the effectiveness of complaint handling.
   • How to prepare reports and analyses of results.
     
     

5. Handling difficult complaints:

   • Strategies for dealing with complex cases.
   • How to turn difficult complaints into improvement opportunities.
   • Case studies and practical experiences in complaint handling.   
        

6. Performance improvement through complaint handling:

   • How to use complaints to improve service quality.
   • Strategies to enhance loyalty through effective responses.
   • Developing improvement plans based on complaint analysis.
             

Target Audience:

• Customer service employees. 
• Customer service managers. 
• Customer support teams. 
• Any individuals who interact with customers and handle their complaints.