|
Provided by: Meirc Training and Consulting Implementing and Managing a Customer Complaints System - DubaiCustomer Service |
 |
Certificate Program
Provided by Meirc Training and Consulting
By the end of the program, participants will be able to:
Understand the concepts and importance of customer feedback.
Understand the flow of customer feedback in an organization.
Learn to use customer feedback to enhance the organization a a s performance.
Learn to develop an effective customer feedback system.
Related Jobs or Careers: Staff members who deal with customer feedback and customer service staff or team members.
|
|
||||||||||||||||||||
Implementing and Managing a Customer Complaints System - Dubai
Introduction to Understanding Your Customers
Who Is Your Customer?
Importance of Customers
Types of Customers
Introduction to Complaints Management
What Is a Complaint?
What Are the Sources of Complaints?
Why Should an Organization Seek Complaints?
Complaints Are Golden Opportunities for Improvement
Introduction to Complaints Management Standards
Why Standards?
Types of Standards
ISO 10002 as a Model
The Impact of Customer Attitudes towards Complaining and Organizational Reactions
Business Needs and Commercial Implications
Essential Elements of a Complaints Management System
Scope and Policy
Planning
Resource/ Competence
Logging and Receiving Complaints
Implementation and Operation
Management Review
Designing and Implementing an Effective Customer Complaint System
Complaint Definition, Handling, Escalation and Resolution
Developing a System Including Workflow and Process Mapping
Monitoring, Measurement and Management Review
Audits in Principle and Practice
Possible Barriers
Who Is Your Customer?
Importance of Customers
Types of Customers
Introduction to Complaints Management
What Is a Complaint?
What Are the Sources of Complaints?
Why Should an Organization Seek Complaints?
Complaints Are Golden Opportunities for Improvement
Introduction to Complaints Management Standards
Why Standards?
Types of Standards
ISO 10002 as a Model
The Impact of Customer Attitudes towards Complaining and Organizational Reactions
Business Needs and Commercial Implications
Essential Elements of a Complaints Management System
Scope and Policy
Planning
Resource/ Competence
Logging and Receiving Complaints
Implementation and Operation
Management Review
Designing and Implementing an Effective Customer Complaint System
Complaint Definition, Handling, Escalation and Resolution
Developing a System Including Workflow and Process Mapping
Monitoring, Measurement and Management Review
Audits in Principle and Practice
Possible Barriers
About The Training Provider: Meirc Training and Consulting
Meirc Training and Consulting - Meirc Training and Consulting offers a comprehensive range of training courses in Dubai and executive training in Dubai and outside the UAE in regions which include the Middle East, North Africa and Europe. Meirc has expertise in wide areas as follows:
Leadership and Management,
Interpersonal Skills,
Communication Skills,
Business Writing,
Human Resources Management,
Training and...
