It is well known that a customer who has a bad experience is a lot more likely to tell other people about it, than when they have a good experience. This multiplier effect highlights the importance of developing and maintaining an effective Complaints Handling system.
Objectives: The aim of this programme is to help employees at all levels who wish to develop or enhance their competencies in handling complaints professionally and effectively.
Accreditation: FLI Group Certificate of Attendance
Programme Content: Complaints
Benefit of handling complaints
Problems in handling complaints
Customers – perspectives, perceptions and expectations
Internal and external customer perspectives
Complaint handling process
Auditing the complaint handling process
Documentation
Tracking & trending
Continuous improvement
Delivery: Two-Day Class Room Based Instruction.
Start Date: On request
Course fees: On request
Enquiries: Contact us or phone 021 4350700
To check the Programme Waiting List, please click here.