Course outlines:
Module One:
Introduction to understanding your customers
- Interesting facts and figures
- Customer retention
- The principal foundation of retaining and developing our customer base
- The ‘PRIDE’ model for understanding customer needs
- Service mix elements
- The service quality model and service gaps
- Managing customer expectations
Module Two:
Introduction to complaints management
- The importance of complaints
- ‘Customer complaint’ definition
- Customer satisfaction and customer loyalty
- The ‘Kano’ model
- The danger of ignoring complaints
- Levels of complaints
- Sources of customer complaints
- Types of Complaints
- Complaint’s handling: process and behavior
- Dealing with customer complaints
Module Three:
Complaints management standards and Complaints Handling Process (CHP)
- Complaints management standards – background
- Linkage to ISO 9001 process model
- ISO 9001 and requirements for complaints management
- Essential elements of a complaints management system
- ISO 10002 Structure
- Scope and guiding principles
- The complaints handling policy
- Responsibility and authority
- Top management
- Management representative
- Other managers
- All personnel in contact with customers
- All other personnel
- Planning and design
- Objectives of the CHP
- Customer satisfaction, linkages, and alignment
- Resource requirements
- Competency requirements
- Operation and communication
- Essential elements
- Receiving, recording, and tracking
- Assessing, investigating, and closing
- Maintenance and improvement
- Collection of information
- Satisfaction with CHP
- Monitoring the CHP
- Auditing the CHP
- Management review
Module Four:
Assessing and monitoring a complaints management system
- Quotes on measures
- Where do KPIs come from
- Metrics, measures, and Key Performance Indicators (KPIs)
- Some organizational Key Result Areas (KRAs)
- Criteria for ‘good’ KPIs
- Analysis of complaints: root cause analysis
- Prioritizing problems
- Finding effective and efficient solutions