*HOW TO IMPLEMENT EFFECTIVE COMPLAINT MANAGEMENT

COURSE OUTLINE:

SESSION 1: Understanding the Complaint Management Framework

-General Complaint Management Process
-Complaint Management System and Approaches
-Standards and Policies

SESSION 2: Competencies in Complaint Management

-Knowledge, Skills, and Attitude required in Handling Complaints
-Roles and Levels in Complaint Management
-Active Listening Skills
-Problem Solving and Decision-Making
-DOs and DON’Ts in handling complaints

SESSION 3: Using Complaints for Continual Improvement

-Finding Value in Complaints
-Integration and Implementation