Organisation: BSI Training
Category: Complaints Management
Description: Course Description
An effective complaints management strategy will boost a culture of continual improvement. Organizations are recognizing that efficient capturing of customer feedback can provide valuable learning opportunities for almost every part of the organization.
Our course will give delegates the skills and knowledge to discuss and implement a management system based on the requirements of ISO 10002:2004 for Complaints Management Systems, and comprises formal classroom sessions and student participation.
Who should attend?
Although the course is designed for delegates who have little or no previous knowledge of complaints management and/or have not undergone any previous training on the subject, it is, however, desirable that the participants should:
Have prior knowledge or training in complaints management/customer satisfaction
Have some knowledge of management systems standards
Have read ISO 10002:2004
Benefits to Your Business
Gain understanding of the concept of customer satisfaction
Understand what a complaints management system is a what it should achieve
Understand how to assess the effectiveness of a complaints management system
Gain appreciation of a management review for complaints
Course Structure
What is customer satisfaction?
What is a complaint and how is it dealt with in the organization at the moment?
Consider the connection between complaints and customer satisfaction management system(s)
Consider the scope of the implementation of a complaints management systems
Plan a complaints management system
Consider the importance of a management review for complaints
Fee: One-day course including refreshment, lunch and course notes
Price: POUND £405 + VAT
Contact: BSI Training
PO Box 9000
Milton Keynes
MK14 6WT
United Kingdom
email:
website:
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