ISM Endorsed The Customer Complaint System: A Tool for Customer Service Improvement

This specialized course tackles the issue of customer complaints by focusing on its two components: the behavioral aspect related to the individual employee who deals face-to-face with the complainant and the system's or procedural aspect related to how the organization should process a complaint every step of the way, from the moment it is raised to its conclusion. Relying on ISO 10002 guidelines and other international best practices, the course also covers the necessary preparations an organization must go through regarding culture development and openness before it can benefit from complaints, recover complaining customers, improve internal processes, and achieve new heights in customer satisfaction. PrerequisitesNone — open to managers at all levels

5 Days

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Course Methodology

In addition to short presentations by the consultant and the resulting written or oral questions that the group debates, this course relies on case studies, exercises, the design of procedures and forms by work teams, and role plays.

Course Objectives

By the end of the course, participants will be able to:

Explain the concept of customer satisfaction, expectations, and the relationship to customer complaints management system in enhancing organizational performance
Discuss the behavioral aspects of serving customers and demonstrate how a properly trained employee handles complaining customers step-by-step to gain their confidence and secure their satisfaction
Design a comprehensive complaint-handling process, including receipt, analysis, escalation, tracking, and all internal and external communication
Manage and operate the complaint-handling process elements, including escalation, audit, and management reviews
Formulate complaints-related performance indicators and analyze complaints for root causes

Target Audience

Management and staff members who work in customer complaints, customer service, and support departments, such as HR, finance, and IT, who provide services to other departments (internal customers) in the organization.

Target Competencies

Customer service
Complaint Handling and Resolution
Customer-Centric Communication
Continuous Improvement through Feedback Utilization
Problem Solving
Complaint System Design and Implementation

Course Outline

Introduction to Understanding Your Customers
- The evolution of customer satisfaction
- Three rules for effective technology use
- Interesting figures and facts
- Foundation of retaining and developing a customer base
- The PRIDE model for understanding customer needs
- The service quality model and service gaps
- Nine rules for effective customer relations
Introduction to Complaints Management
- Definition of customer complaints
- Customer satisfaction and customer loyalty
- The 'Kano' model
- Sources of customer complaints
- Types of customer complaints
- Complaints handling: Process and behavior
Complaints Management Standard and Complaints Handling Process (CHP)
- Complaints management standards: A background
- Essential elements of a complaints management system
- ISO 10002 structure
- The guiding principles
- Complaint-handling framework
- The complaints handling policy
- Responsibility and authority
- Planning and design
- Resource and competency requirements
Operating and Maintaining the Complaints Handling Process
- Operation and communication
- Operating the complaints handling process
- Receiving, recording, and tracking
- Maintenance and improvement
- Auditing the complaints handling process
- Management review
Assessing and Monitoring a Complaints Management System
- Metrics, measures, and KPIs
- Criteria for effective KPIs
- Analysis of complaints: Root Cause Analysis (RCA)
- The Why-Why process
- Finding effective and efficient solutions

2026 Schedule & Fees

Course Fees Starting From

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