Nigerian Seminars and Trainings

Search all upcoming seminars, conferences, short management courses and training in Nigeria and around the World

business logo

The Customer Complaint System: A Tool for Customer Service Improvement

By: McTimothy Associates Consulting LLC  

Lagos State, Nigeria

19 - 22 Oct, 2022  4 days

Follow Event

  

NGN 120,000

Venue: The Professional Place: 12b, Olumoroti Street, Gbagada Phase 2 Lagos.

This specialized course tackles the issue of customer complaints by focusing on its two components: the behavioural aspect related to the individual employee who deals face to face with the complainant and the system's or procedural aspect related to how the organization should process a complaint, every step of the way, from the moment it is raised to its conclusion. In addition, the course also covers the necessary preparations an organization must go through in terms of culture development and openness before it can hope to benefit from complaints, recover complaining customers, improve internal processes and achieve new heights in customer satisfaction.

Course Methodology

In addition to short presentations by the consultant and the resulting written or oral questions that are debated by the group, this course relies on case studies, exercises and the design of procedures and forms by work teams as well as role plays.

Course Objectives

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

  • Defend the vital role of a customer complaints management system in enhancing organizational performance
  • Demonstrate how a properly trained employee handles, step-by-step, complaining customers, gains their confidence and gratitude and secures their satisfaction 
  • Implement a customer feedback system that will maximize customer satisfaction and retention
  • Manage every phase of the complaint handling process from preparation to closing including receipt, analysis, escalation, tracking, and all internal and external communication
  • Formulate relevant key performance indicators to assess and audit complaint systems

Target Audience

Customer complaint system managers and staff, customer service managers and staff, as well as managers and staff of support departments such as HR and IT, that provide services to other departments (internal customers) in the organization.

Target Competencies

  • Customer orientation
  • Empathic outlook
  • Emotional control
  • Meeting standards
  • Systems judgement
  • Organized workplace
  • Quality orientation

Course Outline

  • Introduction to understanding your customers
  • Interesting facts and figures
  • Customer retention
  • The principal foundation of retaining and developing our customer base
  • The 'PRIDE' model for understanding customer needs
  • Service mix elements
The Professional Place: 12b, Olumoroti Street, Gbagada Phase 2 Lagos. Oct 19 - 22 Oct, 2022
NGN 120,000.00
(Convert Currency)

Blessing Aguta 08058805333, 09080022449

5% Group Discount for 3-5 participants, or 10% Group Discount for 6 and above participants

Related Courses

Essential Administrative Functions and Office Management Course Essential Administrative Functions and Office Management Course

2 day, 12 - 13 Sep, 2022 

2022-09-12 12:09:00 2022-09-12 12:09:00
Lagos State, Nigeria

McTimothy Associates Consulting LLC

This course aims to help you raise your efficiency levels and develop competencies that will help you push up your career higher. You will understand the importance of being a team player and will ...

Certified Training and Development Professional Certified Training and Development Professional

3 days, 26 - 28 Jul, 2022 

2022-07-26 12:07:00 2022-07-26 12:07:00
Lagos State, Nigeria

McTimothy Associates Consulting LLC

Training and development professionals are under continuous pressure to offer exceptional training services. The demands of their job can only be fulfilled through an extensive knowledge of the main ...

HR Data Analysis with Excel and Power BI Course HR Data Analysis with Excel and Power BI Course

3 days, 07 - 09 Jul, 2022 

2022-07-07 12:07:00 2022-07-07 12:07:00
Lagos State, Nigeria

McTimothy Associates Consulting LLC

HR data analysis training focus on the data side of human resource management. Using appropriate techniques and tools your department will be able to provide decision makers with the insights to make ...

Accounts Payable, From Accounting to Management (Classroom Training) - Port Harcourt Accounts Payable, From Accounting to Management (Classroom Training) - Port Harcourt

3 days, 13 - 15 Jul, 2022 

2022-07-13 12:07:00 2022-07-13 12:07:00
Rivers State, Nigeria

McTimothy Associates Consulting LLC

Accounts payable is not just processing checks, mailing them, and then filing the backup paperwork. To manage accounts payable truly and effectively, one must understand the AP department's ...