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Implementing and Managing a Customer Complaints System

By: Reenel Associates

Abuja FCT, Nigeria

20 - 31 Jul, 2015  12 days

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Benefits of attending:

  • 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:

  • 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 Standards
  • Introduction to Understanding Your Customers

Program Duration/Fees:

3days (NGN125,000.00) – July 1-3

5days (NGN170,000.00) – July 6-10

10days (NGN270,000.00) – July 13-24

Abuja Jul 20 - 31 Jul, 2015
(Convert Currency)

08053338830; 08135880772

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