The Course Content
Day One: Introduction to Customer Complaints Handling
Overview of the course and its objectives
Importance of effective complaint handling
Types and sources of customer complaints
The impact of unresolved complaints on businesses
Day Two: Complaint Handling Process
Developing a complaint handling process
Steps in effective complaint resolution
Setting realistic expectations for complaint resolution
Day Three: Root Cause Analysis
Identifying the root causes of complaints
Fishbone (Ishikawa) diagram technique
Pareto analysis for prioritizing issues
Day Four: Conflict Resolution and De-escalation
Understanding conflict in complaint situations
Techniques for de-escalating customer emotions
Conflict resolution strategies
Handling escalated complaints and when to involve supervisors
Day Five: Continuous Improvement and Feedback
The importance of feedback loops in complaint management
Establishing a feedback system
Key performance indicators (KPIs) for complaint handling
Using customer feedback for process improvement
Course wrap-up, certificates, and closing remarks