Do you get tired of hearing the same customer complaint or problem over and over again? Do you feel that sometimes you are merely providing a Band-Aid solution but you know that there is something more at stake?
No longer just an issue for the customer relations department, customer complaints can wreak havoc across the entire organisation. With responses to complaints requiring collaboration and information sharing between departments, it is not surprising that organisations are now also introducing highly collaborative strategies for preventing complaints.
Best practice usage of root cause analysis methodology will assist you to identify the real reasons behind problems and complaints. Once identified, there are huge savings to be made from preventing these systemic issues from arising again.
Learning Outcomes
Participants will learn how to:
- Prevent recurring, significant problems/complaints
- Reduce the costs of dealing with complaints and claims
- Improve customer satisfaction
- Enhance the reputation of your organisation
- Enhance internal relations and create a positive corporate culture
- Make service and product improvements
- Get to the bottom of what is causing complaints
Who Should Attend
Ideal for complaints managers, customer service managers, consumer affairs professionals, and anyone spending valuable time trying to resolve or respond to recurring complaints.
Facilitator
Nicole Cullen BA, LLB, Cullaborate
Nicole has a strong interest in early and effective complaints handling and communication based on many years of professional experience resolving escalated complaints. Nicole is a highly qualified and experienced trainer and facilitator of complaints handling workshops including clear communication training.