Complaints Handling for Supervisors (HR/1)

BUILDING AND MAINTAINING AN EFFECTIVE SYSTEM OF COMPLAINTS HANDLING FOR SUPERVISORS (HR/1)

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 the criteria that customers use to judge the manner in which the organisation handles their complaints about service
2. Know how to monitor key aspects of organisational performance in the handling of service complaints
3. Learn to build and reinforce a system of complaint handling for your organisation
4. Experience how to turn complaints into new sales, and
5. Understand the power and role of ISO10002 in helping the organisation install and maintain a viable system.

Benefits / Result
In this workshop, two experts will take turn to introduce the concept and help the supervisors begin to develop their own system of complaint handling, using international best practices supported by local cases. The session will be conducted in Cantonese with course materials in English.