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Public course
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Price – HK$3,600 / 3,200* / 3,200** per person
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Duration –2 days (19-20 Feb / 18-19 May / 8-9 Sept )
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Ref: SM/4
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In-house Option
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* 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 |
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HOW TO BUILD AND MAINTAIN AN EFFECTIVE SYSTEM OF COMPLAINTS HANDLING WORKSHOP
According to Peter Drucker, “the only purpose of a business is to find and keep a customer.” When a customer is unhappy with the services and products of an organization, they typically do not complain. They walk away. They just stop using them and tell their friends about the bad experience.
Leading organizations understand the value of customer input, the most important one being complaints, and treat them like gold. Being able to handle complaints effectively, and if possible, turning them into new sales opportunities is probably one of the most important value additions to any company.
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
Objective
- Improve and enhance customer service quality
- Apply best practice principles to make your customer service perfect
- Learn the skills to negotiate with difficult people under different situations
Outline
- Why Do Customers Complain?
- How Customers Judge Quality?
- Ingredients of an Effective Complaint Handling System
- Making it Easy to Complain
- Applying the Six Steps in Handling Complaints
- Finding a Solution and The Radar’s Criteria
- Using Complaints in a Positive Way
- How to Turn a Complaint into a New Sale?
- Developing Action Steps for Continuous Improvement
- Introduction to the Customer Satisfaction/Complaints Handling Standard ISO10002
- Designing and implementing ISO 10002:2004 complaint processes
- Monitoring and Measurement
- Case Studies & Role Play
Who Should Attend
Front-line operators and supervisors responsible for service support and delivery
Speaker
Dr. Wong has developed different courses relating to service excellence and quality improvement. Participants in those workshops included both management and front-line operational level staff from different organizations, including government departments, non-profit organizations (NGOs) and business enterprises. Dr. Wong has been invited to be the trainer for 1,000 drivers and volunteers in the Olympic Equestrian Game 2008 on customer service.
Ms. Sung, SGS Approved Tutor with over 15 auditing experience including prestige and multinational clients in different market segments. She is also an experienced trainer in providing training with technical topics as well as customer complaint related topics.
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