How to Manage Customer Complaints Effectively
Are you experiencing recurring customer complaints?
Are you encountering delays in responding to internal and external complaints?
Are you having difficulties in satisfying clients for your customer complaints resolutions?
Are you dissatisfied with your process performance for customer complaint management?
THEN, this course is for you – a one (1) day learning of the methodologies, tools, and techniques for effectively managing complaints and aligning all actions in conformity with the international standard guidelines.
COURSE OBJECTIVES
- Enable participants in understanding the standard guidelines in dealing with complaints and getting rid of customer’s bad experiences
- Provides better methods and tools to assist process owners in handling complaints
- Ensures process owners possess the capability to improve respective customer complaint management process in respective organizations
COURSE CONTENT
Introduction
- Voice of the customer
- Understanding complaints resolution
- Impact of complaints on organization
Methods and Tools in handling customer complaints
- Communication
- Investigation
- Action Planning
- Summary and Analysis
Customer Complaint Management (CCM) Framework
- What are the Guiding Principles in implementing the CCM framework?
- Defined Roles and Responsibilities
- Complaints handling process management and other components
Maintenance and Improvement of the complaints handling process
- How do we analyze and summarize information and report results?
- Challenges and opportunities for CCM
- Self-assessment on the effectiveness of complaint management process in the respective organization
TARGET PARTICIPANTS
Top and middle management, Controllers, Coordinators, Customer Service Staff, Customer Care Officers, Core Process Owners, and Support Services
DATE, TIME & REGISTRATION:
August 11, 2025 | 9:00 AM – 4:00 PM
November 18, 2025 | 9:00 AM – 4:00 PM
The fee for this webinar is Php 4,000 + 12% VAT.
Training e-certificate and handouts will be provided.
Payment for this webinar can be made through Paypal, Credit card, or Bank Transfer. Our accounting will send you a statement of account upon receipt of your registration form.
Upon receipt of payment, the webinar link will be sent to the email address you indicated in the registration form.
REGISTER NOW!
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