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Implementing an effective Customer Satisfaction/Complaints Handling Management System - ISO 10002: 2004

Course Description

An effective complaint management scheme will develop a culture of continual improvement across your products and services. The best organizations are recognising that improved systems for capturing customer feedback provide valuable learning opportunities to almost every part of the organization.

An effective scheme will:

·         Improve the reputation, credibility and image of the organization

·         Improve customer trust and satisfaction with your products and services

·         Improve employee satisfaction and retention through empowerment and recognition

SIMS has developed a two-day comprehensive course that explores all the key business implications involved in handling and resolving complaints customer feedback. The course is designed to help organizations get the most out of registering the complaint and customer feedback processes developed in accordance with ISO 10002.

Who should attend?

·         Those wishing to develop and maintain an effective process for managing complaints and customer feedback

·         Those who are considering registering to  ISO 10002:20004 complaint management system

·         Those who are seeking to gain a competitive edge by using complaints and customer feed as a vital part of market research and benchmarking against competitors

Benefits to Your Business

·         Improved customer focus

·         Better flow of customer feedback providing opportunities for service and product enhancement

·         Strong processes that balance the interests of the consumer and your organization

·         Vital market research of clients both internally and externally

Course Structure

·         Introduction to the Customer Satisfaction/complaints handling standard ISO 10002 

·         The impact of customer attitudes towards complaining and organizational reactions

·         Business needs and commercial implications

·         Designing and implementing ISO 10002:2004 compliant processes

·         Developing a system

·         Gap Analysis

·         Monitoring and Measurement

·         Audits in principle and practice

·         Management Review

·         Trouble shooting to identify and overcome possible barriers to achieving the standard

Fees

For further information please contact SIMS Training on 5656 911 or complete our Enquiry form