How to Implement Effective Complaint Management

Description

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

FREE INCLUSIONS

• E-CERTIFICATE
• FREE PRESENTATION MATERIALS
• WITH PRE AND POST TESTS