MANAGING CUSTOMER COMPLAINTS & EFFECTIVE INVESTIGATION
Course Introduction
Customer complaints, if not handled well, can lead to dissatisfaction and loss of business. This course provides the skills to manage complaints professionally, handle difficult customers, and investigate issues effectively to improve customer satisfaction and loyalty.
Objectives
- Understand the importance of customer satisfaction
- Learn effective methods to handle complaints and difficult customers
- Apply investigation tools to identify root causes
- Implement corrective and preventive actions
- Strengthen customer loyalty through service recovery
Who Should Attend
- Front-line staff
- Supervisors
- Managers
- Engineers
- Executives
- Technicians
- Anyone dealing with customers directly or indirectly
Lessons Module
- Understanding Customer Complaints
- Handling Complaints Professionally
- Dealing with Difficult Customers
- Effective Communication & Service Recovery
- Corrective & Preventive Actions (CPAR/SCPAR)
- Investigation Techniques (RCA, Fishbone, FMEA)
- Structured Problem Solving & Customer Satisfaction
Benefits
- Improve complaint handling skills
- Deal with difficult customers confidently
- Strengthen investigation and problem-solving techniques
- Enhance customer satisfaction and loyalty
- Contribute to long-term business success
- 2 Days Programme
- 9:00am to 5:00pm
Training & Workshop Methodologies
- Interactive lectures
- Case studies
- Group discussions & exercises
