COURSE OVERVIEW

80% of this course is practical sessions where participants will be engaged in a series of interactive small groups, class workshops and role-plays. 

 

This course is designed to provide participants with a detailed and up-to-date overview of Transforming Complaints to Opportunity. It covers the complaint management, voice of the customer (VoC) and psychology behind complaints; the service recovery paradox, customer journey mapping and touchpoints, complaint channels and trends; the effective communication skills and complaint categorization and prioritization; the root cause analysis (RCA) for complaints, de-escalation and conflict resolution techniques; the documentation and reporting standards and emotional intelligence (EI) in complaint handling; and the data analysis of complaints. 

 

Further, the course will also discuss the linking of complaints to KPIs, customer retention strategies and complaint-driven innovation; creating a closed-loop complaint system and building complaint-ready culture; the complaint management policies and procedures, technology tools for complaint handling and cross-functional complaint handling; and the legal, ethical and regulatory considerations, risk management through complaints, internal training and capability building. 

During this interactive course, participants will learn the complaint management effectiveness measurement; the customer experience (CX) and complaints; and the internal feedback from complaint handlers and strategic alignment with business goals covering the complaints as a metric in strategic reviews, balanced scorecard integration, customer-centricity in strategic planning and board-level reporting.