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Modern City

Complaint Management


The two-day (or 4 half-days if carried out remotely) customer complaint course is intended for individuals who have responsibility for or are involved in complaint management processes, quality management and continuous improvement initiatives within their organizations, or for those wishing to acquire a greater understanding of a tried and proven methods to respond to the ever-increasing customer expectations.

Contact me for a quote for a training course for your organization.

Or check out upcoming open courses for Complaint Management Mapping here:

Outline Day 1

On day one we will learn about the nature of complaints and how complaints and customer feedback are often handled in similar ways. We will look at the principles governing the complaint management processes and the hidden traps that can lead to customer churn. We will look at where customer complaints can arise spontaneously and what channels can be put in place to gather customer complaints in an organized manner. Importantly, we will look at why many customers don’t complain at all and what effect that can have on the organization’s future growth. We will also look at why complaints made to the organization are frequently not registered and handled as they should be. Finally, we will look at communications with the customer following a complaint.


Take Aways Day 1

Participants will:

  • Have a clear understanding of what is required to register, process and resolve customer issues effectively

  • Understand why complaints may be going astray and what we can do to ensure that doesn’t happen

  • Understand how to communicate with customers following a complaint and how important that communication can be


Outline Day 2

On day two we will look at some proven basic methods to analyze complaints, find the root causes, and take the necessary sustainable corrective actions. We will be doing exercises to ensure that these have been understood and can be used with confidence. We will be looking at establishing potential priorities for complaints and how these can be escalated. We will look at front-line and backstage responsibilities and how to ensure that those with no direct line of sight to customers still feel involved in the complaint management process. We will study how a rapport can be established with customers and how to ensure thatwe can defuse situations that are escalating. Finally, we will look at governance principles to ensure that complaint management processes are transparent and monitored and that appropriate KPI’s are in place to measure performance.


Takeaway Day 2

Participants will:

  • Have devised a preliminary customer complaint resolution process for their own organization with appropriate KPI’s and oversight

  • Have an overview of tools that are available to them when establishing customer complaint resolution processes

  • Have an understanding of when complaint prioritization may be a necessity and how to escalate priority issues

  • Understand how to follow up with customers following a complaint and to defuse and de-escalate situations that require it

Let's Work Together

Contact me for a quote for a training course for your organization.

Courses can be organized on-site (subject to prevailing travel and health restrictions) or remotely. Courses can be customized in alignment with client requirements. Don't hesitate to get in touch to discuss your requirements.

Course documentation is in English, however, courses can also be delivered in German or French.

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