|
|
 |
AN INTEGRATED APPROACH ON “EFFECTIVE IMPLEMENTATION ON
CUSTOMER SATISFACTION/COMPLAINTS HANDLING MANAGEMENT SYSTEM WORKSHOP”
(FROM ISO 10002 MGT. SYSTEM & MGT. PERSPECTIVE)
Day 1 (Introduction & Implementation ISO 10002:2004)
Introduction
ISO 10002:2004 is the international standard for complaints handling in organizations. Its major framework is to provide guidance for the design and implementation of an effective and efficient complaints handling process for organizations. ISO 10002:2004 also focuses on the process of complaints handling related to products and services within an organization, including planning, design, operation, maintenance and improvement.
Course Objective
- To design and run a Customer Satisfaction / Complaints Handling Management System organization. If company already have an in-company Customer Satisfaction / Complaints Handling Management System, it will help to further enhance company structure and service level in complaints management.
- To allow participants to improve the flow of customer feedback, have providing more opportunities for service and product enhancement
Course Outline
- Introduction to the Customer Satisfaction/Complaints Handling Standard ISO10002
- The impact of customer attitudes towards complaining and organizational reactions
- Business needs and commercial implications
- Designing and implementing ISO 10002:2004 complaint processes
- Developing ISO 10002:2004 system
- Monitoring and Measurement
- Trouble shooting to identify and overcome possible barriers to achieve the standard
- Case Studies & Role Play
Day 2 (Effective Complaint Handling)
Introduction
If not handled well, complaints can result in anger, unnecessary conflicts and even sabotage. To be able to handle complaints professionally and tactfully not only helps to resolve the issue at hand, but also raises the public image of the organisation. While complaints are rarely pleasant, they often carry a positive intention.
The purpose of this course is to equip participants with skills to leverage on the positive intention, and to turn a complaint into a win-win solution.
Course Objective
Through discussions, exercises, demonstrations, role-plays, games and mini-lectures, participants will learn how to:
- Appreciate the need to provide quality customer service
- Think positively and develop a win-win mindset
- Recognize the positive intention behind an expressed dissatisfaction
- Respond positively to customers complaints
- Apply effective communication skills to achieve positive outcome
- Handle complaints and enquiries tactfully and sensibly
Course Outline
- The benefits of handling complaints and difficult customers effectively
- Avoiding unnecessary complaints and customer frustrations
- Common causes for customer frustration
- The importance of a positive attitude in handling complaints and difficult customers
- Steps and skills for handling complaints and difficult customers
- Quality customer service skills
- Customer expectations
- Managing your own emotions
Target
Customer Service Manager, Call Centres or Managers who are interested in or needs to implement the Customer Satisfaction / Complaints Handling Management System
(Different persons in one company can join different days of training)
|
