Complaints Management

Why you should attend

• There is growing evidence that complaints well handled can result in higher levels of customer satisfaction and loyalty.
• This one day course will examine the complaints process from both the organisation’s priorities and the customers’ perspective. It will explore best practice in managing the complaints system as well as ways of understanding the customer experience of the complaints process.

The course:

• Complaints Management in perspective
• The complaints management system
• The customer’s perspective
• Monitoring complaints handling performance
• Opportunities for improvement

Next steps...

• Improving Customer Satisfaction