Home >   Courses >  Human Resources >  Building and Maintaining an Effective System of Complaints Handling for Frontline

Complaints Handling for Frontline (HR/2)


.......................................
Public course
.......................................
Price - HK$2,500/ HK$2,250*/ HK$2,250** per person
.......................................
Duration - 2 days
.......................................
Ref : HR/2
.......................................
0 In-house Option
.......................................
* Discount is offered to SGS certified clients or for groups of 3 or more
** Early Bird Price is offered to all enrolment made one month prior to the course

BUILDING AND MAINTAINING AN EFFECTIVE SYSTEM OF COMPLAINTS HANDLING FOR FRONTLINE (HR/2)

Do you know the only purpose of a business is to find and keep a customer?
Leading organizations understand the value of customer input, with the most important ones being complaints…and treat them like gold. They built systems to manage complaints, installed ISO10002 to verify their effectiveness, and engaged clients in useful dialogue. Being able to handle complaints effectively, and if possible, turning them into new sales is probably one of the most important value additions to any company. And this is one reason this course has been in so much demand.

Certificate
A certificate of attendance will be issued by Academy of Management Consultancy (AMC) and SGS Hong Kong Ltd.

Outline
At the end of the programme participants will:

  1. Understand and be able to apply the differences between customer service, service quality, Excellent Model (TQM), and Complaint handling and how to differentiate them from the competition to deliver a unique experience.

  2. Understand the power and role of ISO 10002 in helping the organization install and maintain a viable system.

  3. Enable your company’s own service positioning statement and value set.

  4. Understand the criteria that customers use to judge the manner in which the organisation handles their complaints about service.

  5. Know how to monitor key aspects of organisational performance in the handling of service complaints.

  6. Learn to build and reinforce a system of complaint handling for your organisation.

  7. Practice how to build a sample complaint handling for your organisation.

  8. Practice how to build a sample complaint handling system for one’s firm, and

  9. Experience how to turn complaints into new sales.

Benefits / Result
This program is divided into 4 half days. Lots of exercises are used and the participants get a chance to make mistakes, learn, and reapply the new learning.