An intensive professional development training course on

Certificate in
Effective Customer Complaints,
Management and Resolution

Classroom Training

27-31 May 2024
Dubai - UAE
16-20 Sep 2024
London - UK
25-29 Nov 2024
Dubai - UAE

Online Training

03-07 Jun 2024
26-30 Aug 2024
09-13 Dec 2024
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Why Choose this Training Course?

This Certificate in Effective Customer Complaints Management and Resolution training course is designed to equip participants with the essential skills and knowledge needed to effectively handle and manage customer complaints. Customer complaints are a valuable source of feedback and can have a significant impact on an organization's reputation and bottom line. Therefore, it is crucial for businesses to handle complaints professionally and resolve them to the customer's satisfaction. This course will provide practical insights and strategies for managing complaints, improving customer relations, and enhancing overall customer experience.

What are the Goals?

By the end of this training course, participants will be able to:

  • Understand the importance of effective customer complaints handling and its impact on business success
  • Develop and implement a structured complaint handling process
  • Identify and address the root causes of customer complaints to prevent recurrence
  • Apply conflict resolution and de-escalation techniques to handle challenging customer interactions
  • Utilize feedback loops for continuous improvement in complaint management
  • Enhance customer satisfaction and loyalty through effective complaint resolution

Who is this Training Course for?

This training course is suitable to a wide range of professionals but will greatly benefit:

  • Customer service representatives
  • Frontline staff interacting with customers
  • Customer support teams
  • Supervisors and team leads
  • Managers responsible for customer service and satisfaction
  • Quality assurance and process improvement specialists
  • Anyone interested in improving their skills in customer complaints handling and management

How will this Training Course be Presented?

This AZTech training course will utilize a variety of proven adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented. The facilitator will provide interactive presentation that incorporates slides, videos, group discussion, and practical exercises to examine all aspects of the topic.

The Course Content

Day One: Introduction to Customer Complaints Handling
  • Overview of the course and its objectives
  • Importance of effective complaint handling
  • Types and sources of customer complaints
  • The impact of unresolved complaints on businesses
Day Two: Complaint Handling Process
  • Developing a complaint handling process
  • Steps in effective complaint resolution
  • Setting realistic expectations for complaint resolution
Day Three: Root Cause Analysis
  • Identifying the root causes of complaints
  • Fishbone (Ishikawa) diagram technique
  • Pareto analysis for prioritizing issues
Day Four: Conflict Resolution and De-escalation
  • Understanding conflict in complaint situations
  • Techniques for de-escalating customer emotions
  • Conflict resolution strategies
  • Handling escalated complaints and when to involve supervisors
Day Five: Continuous Improvement and Feedback
  • The importance of feedback loops in complaint management
  • Establishing a feedback system
  • Key performance indicators (KPIs) for complaint handling
  • Using customer feedback for process improvement
  • Course wrap-up, certificates, and closing remarks

The Certificate

  • AZTech Certificate of Completion for delegates who attend and complete the training course

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