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

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

Why Attend

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.

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Associations
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Overview
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

Customer complaint system managers and staff, customer service managers and staff, and managers and staff of support departments such as HR and IT that provide services to other departments (internal customers) in the organization.

Target Competencies
  • Customer orientation
  • Empathic outlook
  • Emotional control
  • Meeting standards
  • Systems judgement
  • Organized workplace
  • Quality orientation
Course Outline
  • Understanding your Customers
    • Interesting facts and figures
    • The principal foundation of retaining and developing a customer base
    • The PRIDE model for understanding customer needs
    • Service mix elements
    • The service quality model and service gaps
    • Managing customer expectations
  • Introduction to Complaints Management
    • Customer complaint’s definition
    • Customer satisfaction and customer loyalty 
    • The 'Kano' model
    • Sources of customer complaints
    • Types of 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
    • Scope and guiding principles
    • The complaints handling policy
    • Responsibility and authority
    • Planning and design
    • Objectives
    • Customer satisfaction, linkages, and alignment
    • Resource and competency requirements
  • Operating and Maintaining the Complaints Handling Process 
    • Operation and communication
    • Essential elements
    • Receiving, recording, and tracking
    • Assessing, investigating, and closing
    • Maintenance and improvement
    • Management review
  • Assessing and Monitoring a Complaints Management System 
    • Quotes on measures
    • Metrics, measures and KPIs
    • Criteria for effective KPIs
    • Analysis of complaints: Root Cause Analysis (RCA)
    • The Why-Why Process
    • Prioritizing problems
Associations
Associations
Institute of Sales Management (ISM)

Meirc is a recognized center and an endorsed training partner for the Institute of Sales Management (ISM*). This endorsement is a badge of recognition for the high quality sales and marketing training courses offered by Meirc Training & Consulting. Upon successfully completing any of these courses, participants will be awarded an ISM Certificate in addition to the certificate they receive from Meirc Training & Consulting.

*ISM is the UK’s largest professional body for salespeople and is the authoritative voice of selling and the custodian of sales standards, ethics and best practice. The core mission of the ISM is to promote standards of excellence in sales and sales management and enhance the prestige, integrity and profile of the sales profession as a whole and to inspire sales and marketing personnel to greater heights of achievement. ISM qualifications are vocationally-related, globally-recognized and are overseen by the UK government’s regulator Ofqual so you can be sure they meet the highest standards.

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Schedule & Fees

2024 Schedule & Fees

There are no public sessions remaining for the course this year. Please contact us if you wish to have a customized in-house session, or to find out how an additional public session can be scheduled.

2025 Schedule & Fees

Location & Date
29 Jun - 3 Jul, 2025
Dubai
English
Venue to be assigned
9 - 13 Nov, 2025
Dubai
Arabic
Venue to be assigned
Fees
Per participant

USD 5900

Fees + VAT as applicable

(including coffee breaks and a buffet lunch daily)

Discount Plans & Cancellations Policy

Meirc reserves the right to alter dates, content, venue, trainer, and to offer courses in an integrated virtual learning (IVL) format whereby face to face classroom participants and virtual learners participate simultaneously in the same course in an interactive learning experience.

Tax Registration Number: 100239834300003

Virtual Learning
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