Customer Satisfaction and Complaints Management (Norm ISO 10002:2004)

Training: Sales, customer service and collections  Program Length: 08 hours

THIS COURSE IS MEANT FOR

Managers, sales executives, customer service staff, call centers and all areas involved in the selling process.

 DEVELOPING COMPETENCIES

Customer service, business spirit, listening, company sensitization, and communication.

OBJECTIVE

Efficient handling of the ‘customer complaint center’ process based on the norm ISO-10002:2004; “customer satisfaction – directions to deal with complaints”.

TOPICS

I. STUDYING THE NORM ISO-10002

A. Application Object and Area

B. Norm References

C. Terms and Conditions

D. Communication Channels for Customer Service

E. Politics and Staff Duties

F. Planning and Designing for Complaint Attention Processes

G. Complaints Reception, Attention and Closure

H. Forms, Maintenance and Service Improvement

II. PRACTICE EXERCISES AND PARTICIPANTS EVALUATION 

BENEFITS

  • Timely attending customers’ claims through a clearly defined and structured process.

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