Education program
EFFECTIVE COMPLAINTS MANAGEMENT
Effective Complaints Management
EFFECTIVE COMPLAINTS MANAGEMENT
General information about the training program
| Information | Detail |
|---|---|
| Opening | 05/10/2022 |
| Form of participation | Online combined with offline (1 session) |
| Time | 8 sessions (03 hours/session) |
| Schedule | Tuesday evening - Thursday |
| Class | 19:00 - 22:00 |
| Tuition | 4,800,000 VND/student |
| Preferential tuition (before September 18, 2022) | 4,000,000 VND/student |
| Preferential tuition for groups of > 3 students | 5% off |
The training program includes:
- 60 minutes of 1:1 discussion with lecturers, understanding the company's current difficulties and challenges related to customer dissatisfaction and complaints08 online training sessions on Zoom01 offline & networking meeting ( for students in Ho Chi Minh City)
Note:
- The above fee is a payment fee that includes VAT. If you want to issue an invoice to the company, please notify us when registering.
REGISTRATION
Message
Did you know that only a few customers actually complain when they encounter a problem, the majority of customers choose to stay silent and leave. Although businesses regularly survey customer satisfaction every year, the satisfaction index is not as important as the fact "How many satisfied customers continue to buy from us?"
Of course, no one likes to hear complaints from their customers, no matter what level. However, to survive and develop in a fierce market, listening, facing and resolving complaints is indispensable. Complaints are considered one of the most effective information channels to improve product and service quality and enhance customer experience. So how to effectively manage complaints, solve the root causes of customer dissatisfaction, reduce customer churn rates and turn complaining customers into company fans?
That's why the EFFECTIVE COMPLAINT MANAGEMENT training program is a program that businesses cannot ignore, before designing a great customer experience.
PROGRAM INFORMATION
PARTICIPANTS IN THE PROGRAM
- Business leaders and managers at all levels; Functional Directors, Heads / Deputy Heads of Departments, Boards, and Divisions in the business; Those who wish to perfect and develop customer complaint management skills, increase customer satisfaction and improving customer experience. The program is not suitable for students - people who have not had much experience working in a corporate environment.
PROGRAM OBJECTIVES
The course is designed for managers who want to make the most of the improvement and customer satisfaction opportunities created by complaints. The training program provides insight into the behavior of dissident customers, clarifies what goals can be achieved with the help of a proactive complaint management system, and shows specific ways to do so. Implement operational and improvement requirements.
After participating in the program, students can:
- Understand complaints and why complaint management is of strategic importance to the company? Understand clearly why complaints not only lead to costs, but also create opportunities for revenue and profits? Analyze the causes and behavior of complaints and grasp the principles of complaint management. Create a management plan. Complaint strategyAssess complaints and control complaint managementImplement proactive complaint management, turn complaining customers into fans
CONTENT
Part 1: Overview of complaints and complaint management in customer-oriented companies
- How should the term "Complaints" be understood? Misconceptions about Complaints Distinguishing between Complaints and claims Why is complaint management of strategic importance to a company? The role of complaint management in customer relationship managementWhat is the importance of complaint management in quality management?
Part 2: Principles of complaint management
- Signs and causes of customer dissatisfactionWhy are there dissatisfied customers who do not complainFactors leading to complaint behaviorMeasuring customer satisfaction versus complaint analysisBasic goals and tasks version of complaint managementSet up KPIs for complaint management
Part 3: Strategic Planning for Claims Management
- Why is strategic planning for complaints management necessary? Strategic planning process for managing complaintsRisk of complaints not being heardEncourage and facilitate fair complaintsMeasuring performance to encourage fair complaints
Part 4: Receiving and Handling Complaints
- Responding to complaintsOrganizing Complaint Receiving ProcessDocumenting and Classifying Complaint InformationProcedures and responsibilities in Complaint HandlingBuilding a Complaint Handling Supervision MechanismDesigning internal communication between units and departments handling related complaints
Part 5: Evaluating, reporting, and using complaint information
- Analyze complaints using different approachesProactively report on the results of complaint analysis and complaint management controls (Information Push)Provide Information Related to Complaints (Information Pull)Barriers for use of informationUse Complaint Information for quality improvement and team training enhancement
Part 6: Complaint management controls
- What are the basic areas of complaints management control? How can evidence control determine the extent to which complaints management can accurately record customer dissatisfaction? How should claims management costs be recognized in controlling costs? How can the effectiveness of complaints management be evaluated?
Part 7: Important aspects of complaints management
- Human resource aspects of complaint managementOrganizational aspects of complaint managementTechnological aspects of complaint management
Part 8: Social Media Complaints and Implementing Proactive Complaint Management
- Why is social media so important as a complaint channel? How can social media strategy and complaint management strategy be coordinated? Steps to implement Proactive Complaint ManagementBarriers to implementation and measures to overcome them
Registration
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FULL NAME - QTKHHQ - 2022
