Complaints Management Seminar

Course contents: Complaints Management Seminar

Introduction to complaints management

• Definition and significance of complaints
• Necessities and need for action
• Difference between complaints and grievances
• Reasons for omitted complaints

Complaints as an opportunity

• Building blocks of an active complaints and grievance management system
• The role of quality in the corporate philosophy
• Guiding principles on quality

Customer orientation and service quality

• Who is the customer?
• What is customer satisfaction?
• What is service for the benefit of quality?
• 10 commandments for dealing with customers

Causes and handling of complaints

• Most frequent causes
• Relationship between psychology and communication
• What does the customer want to achieve?
• Objection handling techniques in response to customer complaints

Effective communication and complaint handling

• Questioning and communication techniques in the complaints conversation
• Avoiding relativising phrases and irritant words
• Converting a complaint into agreement
• Misconduct in complaints and grievances

The Complaints Management Seminar and your benefit from it

The complaints management seminar helps you to deal with complaints professionally and to turn them into positive customer experiences. You will learn to use complaints as an opportunity and to take effective preventive measures, corrective measures as well as immediate action.

• They recognise the importance and necessity of effective complaint handling and understand the connections between error causes and customer feedback.
• You will learn to identify the location and type of error and take appropriate action.
• You will acquire the skills to increase customer satisfaction and strengthen customer loyalty while keeping complaint costs as low as possible.
• You will develop communication skills and objection handling techniques to turn complaints handling into a positive customer experience.
• You will learn how to incorporate an efficient customer feedback system and how to successfully integrate it into your processes.

Methodology and didactics in the complaints management seminar

The Complaints Management Seminar creates an inspiring learning environment in which not only theoretical knowledge is imparted, but also an intensive exchange of experiences takes place. You have the opportunity to benefit from the experiences and insights of our lecturers as well as the other participants and to gain in-depth insights into different industries and business scenarios. Practical exercises and activities challenge you to strengthen your skills in dealing with complaints and to develop effective solution strategies.

Target group of the Complaints Management Seminar

Whether as an online or face-to-face event, the seminar is ideal for employees who are directly confronted with customer interactions and complaints and want to optimise their skills in dealing with complaints, such as quality managers. The complaints management seminar is also aimed at managers who want to implement the effective management of complaints in their department or company.

The Complaints Management Seminar as an in-house event

Of course, we offer you the possibility to hold the Complaints Management Seminar directly in your company. This allows us to tailor the seminar content specifically to your internal processes. We attach the utmost importance to creating a practice-oriented learning environment that is specifically tailored to the needs of your employees and the requirements of your company. Would you like more information? Feel free to send us an email at kontakt@drgkitzmann-akademie.de

The complaints process and types of complaints (customers, suppliers)

The complaints process is an essential part of customer service and quality assurance. There are different types of complaints that can be submitted by complaining customers and suppliers. These can relate to product or service quality, delivery delays, pricing policies and other aspects. Effective management of complaints requires a deep understanding of these different types of complaints and the ability to deal with and resolve them effectively. In this context, for example, a diagram is used to visualise the processes and interrelationships in the handling of the complaint.

Behaviour and error prevention in accepting, processing & reporting complaints.

The appropriate acceptance, handling and reporting of complaints is equally critical to customer satisfaction and business performance. Complaints should be handled positively and professionally to strengthen the customer relationship and maintain high standards in complaint management. Errors in complaint handling can lead to customer dissatisfaction and a deterioration of the relationship.

Building professional complaints management with the 8D method

The 8D method is a proven approach to problem solving that is often used in connection with this topic. This provides a structured process for identifying, analysing and resolving problems. By applying the 8D method and using special forms, companies can build a professional approach to complaints based on continuous optimisation and customer satisfaction.