Leadership Development
412
Personal Effectiveness
53
Workforce Development
263
Auditing and Governance, Risk and Compliance
266
AI in Customer Service
6
Operations Readiness and Assurance
68
Hands-on Automation and Process Control
10
Data Management and Business Intelligence
25
Transportation Management and Aviation
88
Strategic Thinking
220
Healthcare and Pharmaceutical Management
258
Performance and Productivity
128
Engineering and Instrumentation
37
Tourism Management
164
Financial Technology (FinTech)
4
Short Masters
2
Health, Safety and Environment
69
Sales Leadership
163
Education Management Courses
12
Public Relations
213
Maintenance and Engineering
213
Leading Projects
182
Contracts Management
186
Service Leadership
49
Security Management
16
Influence and Communication
29
Business Continuity and Crisis Management
6
AI in Strategic Planning
14
Finance for Non-Financial Managers
229
Oil and Gas
50
Construction Management
109
Government and Public Sector
134
Procurement and Supply Chain Management
340
Graphics & Design Skills Courses
17
Banking, Insurance and Financial Services
156
Legal
12
Administration and Secretarial
149
IT Management and Cyber Security
336
Women Only Courses
Sustainability
155
Digital Innovation and Transformation
17
AI in Administrative & Secretariat
12
This specialized course tackles the issue of customer complaints by focusing on its two components: the behavioral aspect related to the individual employee who deals face to face with the complainant, and the system's or procedural aspect related to how the organization should process a complaint, every step of the way, from the moment it is raised to its conclusion. Relying on ISO 10002 guidelines and other international best practices, the course also covers the necessary preparations an organization must go through in terms of culture development and openness before it can hope to benefit from complaints, recover complaining customers, improve internal processes and achieve new heights in customer satisfaction.
In addition to short presentations by the consultant and the resulting written or oral questions that are debated by the group, this course relies on case studies, exercises and the design of procedures and forms by work teams as well as role plays.
By the end of the course, participants will be able to:
Customer complaint system managers and staff, customer service managers and staff, as well as managers and staff of support departments such as HR and IT, that provide services to other departments (internal customers) in the organization.
Ready to develop your leaders?
Talk to us about our public courses, or a programme built around your team.
Leadership programmes from first-line supervisor to senior executive
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Ready to develop your leaders?
Talk to us about our public courses, or a programme built around your team.
Leadership programmes from first-line supervisor to senior executive
Explore Subjects
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