Implementing and Managing a Customer Complaints System - Abuja

By the end of the program, participants will be able to:

• Understand the concepts and importance of customer feedback.
• Know the flow of customer feedback in an organization.
•  Design a customer feedback system to enhance organizational performance.
•  Improve existing system and benchmark against world class standards.
•  Assess and audit complaints systems.

Who should attend?

Staff members who deal with customer feedback and customer service staff or team members who are working to develop effective customer feedback systems

Program Outline:

• Introduction to Understanding Your Customers
• Who Is Your Customer?
•  Importance of Customers Feedback
• Types of Customers
•  Introduction to Complaints Management
•  What Is a Complaint?
•  What Are the Sources of Complaints?
•  Why Should an Organization Seek Complaints?
•  Complaints Are Golden Opportunities for Improvement
•  Introduction to Complaints Management StandardBy the end of the program, participants will be able to:
•  Understand the concepts and importance of customer feedback.
•  Know the flow of customer feedback in an organization.
•  Design a customer feedback system to enhance organizational performance.
•  Improve existing system and benchmark against world class standards.
•  Assess and audit complaints systems.

Who should attend?

Staff members who deal with customer feedback and customer service staff or team members who are working to develop effective customer feedback systems