The Customer Complaint System

Introduction

Customer complaints systems improve customers’ experiences of dealing with your organization and reduce the risk of reputational damage from a customer who does not believe they have been dealt with fairly. In today’s world of social media, one customer’s complaint can trigger a viral reaction that can be difficult to contain.

Customer complaints are a source of ‘free’ market research, where analysis of complaint themes can be used to better align your products/services to customers’ interests and services.

British research has found that customers who have a positive experience with a complaint management system have a more positive view of the company than those who have not complained. A good quality, well designed, complaint management system can improve customer loyalty.

An effective complaint management system saves time and money by quickly resolving complaints before they snowball into large full-blown disputes that are costly and distracting.

Customer complaints refer to when a business does not deliver on its commitment and does not meet customer expectations in terms of the product or services.

The vital aspect of every business is its clients. For greater success, businesses need more satisfied clients. And the best way to obtain new clients and maintain the existing ones is by providing them with satisfactory service.

But how to understand whether your customers are happy or unhappy? A customer complaint emphasizes a problem that might be related to an organization’s product, employees or internal processes, and by hearing these problems directly from customers, an organization can investigate and improve to avoid additional complaints in the future.

Course Objectives

By the end of the course, participants will be able to:

•  Defend the vital role of a customer complaints management system in enhancing organizational performance
•  Demonstrate how a properly trained employee handles, step-by-step, complaining customers, gains their confidence and gratitude and secures their satisfaction
•  Implement a customer feedback system that will maximize customer satisfaction and retention
• Manage every phase of the complaint handling process from preparation to closing including receipt, analysis, escalation, tracking, and all internal and external communication
• Formulate relevant key performance indicators to assess and audit complaint systems