Successful management of claims and complaints is essential to maintaining customer satisfaction and limiting damage to your brand's reputation. Complaint management is not about reducing the number of complaints, but taking the information generated and turning it into an opportunity for improvement. You need to ensure your customer complaint handling is effectively implemented. as possible. This course provides you with the skills and knowledge needed to put in place a robust claims and complaint management system to ISO 10002 guidelines.
Course content
Concept of customer behaviors and complaints handling
Introduction to ISO 10002-2014 Customer Satisfaction – Guidelines for complaints handling in organizations
-
ISO Customer satisfaction series
-
The relationship with ISO
-
Guiding principles of complaints handling
-
PDCA Cycle and clause structure
Explanation of Guidelines and application
-
Documentation requirement
-
Management commitment and responsibility
-
Resources management
-
Complaint handling operation process
-
Maintenance and improvement
Benefits
-
Achieve operational efficiency to identify trends and causes of complaints
-
Resolve more complaints by adopting a more customer-focused approach
-
Engage staff with new customer service training opportunities
-
Integrate ISO 10002 with ISO 9001 to improve overall efficiency
-
Monitor and continually improve your complaints handling process