Customer Complaints Management
Employees provide the best of services to their customers. Despite their best of
efforts, at times the customers are frustrated in one way or another. How to manage
their complaints?
This training brings out a structured method for managing all the customer complaints.
Complaints are structured categorically making it easy to trace down to the very
core of the complaints. This makes it easier to trace the complaint source so as
to allow remedial action feasible.
This course is designed to enable the delegates to visualize through the visual
presentations the area where the customers are dissatisfied the most. Upon completion
of this course the delegates will acquire necessary skills and techniques to run
the complaints management system without much effort. This training is conducted
on take-back-and-do approach with hands on examples so that the skills acquired
can be applied immediately in the day to day management of customer complaints.
- Do you have an effective strategy for managing customer complaints?
- Do you have effective complaint review and resolution procedure?
- Do you closely supervise complaints?
- Do you follow complaints through to final resolutions?
- Do you investigate and analyze the Complaint?
Benefits of Attending the Customer Complaints Management Training
This two-day course is designed to meet the requirements for managing the vast numbers
of customers’ complaints. This course is structured systematically for the healthcare
professionals to acquire the skills and knowledge to effectively and systematically
manage customer complaints. As a management tool, Customers Complaint Management
helps the healthcare professionals to establish the trend of complaints. This allows
them to see what the problem areas within the organization are. A management report
can be effortlessly generated to visualize the different categories and sub categories
of customer complaints.
The course enables the delegates to:
- Graphically visualize and identify the mistakes and incidents at their work area.
- Manage customer complaints.
- Encourage customer satisfaction and loyalty through managing their complaints well
- Accept complaints as opportunity to improve the service
- Meet the service standard stipulated by the organization
Who Should Attend The Customer Complaints Management Training?
It will be most appropriate for healthcare professionals involved in Quality, Assurance,
Customer Complaints, Incident, Customer service. Those professionals who are dealing
with customer complaints management will find this course most useful. Multi functional
teams are encouraged to attend for maximum benefit.
Brief Customer Complaints Management Training Outline
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Day 1 (AM) |
CCM Introduction
- Basics of customer complaints
- Importance of a Customer Complaints Management system
- Monitoring CCM on real time
- Importance of a drill-down system
- Gathering data
- Basics
- People
- Documentation
CCM Methodology
- Identifying key data needs
- Analyzing data for all complaints
- Complaints registry
Tools for CCM
- For every 1 complaint, there are 49 other who did not complaint
- Look from your customers’ perspective.
- Tools for identifying customer complaints
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Day 1 (PM) |
- Tools for managing customer complaints
- Identifying the trend
- When to use:
- Sentinel events
- Root Cause Analysis
- HFMEA
Closing the issues CCM
- Track each complaints objectively
- Enter data on real-time basis
- Department code
- Major categories of complaints
- Minor complaint category
- Subminor category
CCM and other tools
- Major Event type
- Contributory factors
- Impact and Risks
- Relationship
- Incident type
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Day 2 (AM) |
CCM Case Study
- Managing Customer complaints
- Developing conclusions and recommendations
- Conclusions and recommendations based on facts
- Overview of results trending
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Day 2 (PM) |
CCM Discussion
- Use CCM module in iCT-M ® to establish the extend of complaints
- Interpreting the graphs
- Interpreting the reports
- Generating CCM report
- Presentation to class
- Discussion
- Conclusion
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