Complaint Management Workshop

Complaint Management and Service Recovery Best Practice

Workshop Agenda

Title

Complaint Management  and Service Recovery Best Practice

Location

Park Rotana Hotel, Abu Dhabi

Delivered By

Kate Dickens

Duration

3.5 hour practical workshop

Facilitator

Kate Dickens

Overview of Complaint Management Workshop

Customer experience matters... Customer loyalty is influenced by those interactions your customers have with your brand, whether enquiring about your products and service, acquiring them or using them. Even more so, when the product or service fails to meet the customer’s expectations and the customer is dissatisfied. There will always be customers who opt to complain rather than defect, so how do successful companies use complaint resolution as an opportunity to turn a dissatisfied customer into an advocate? Learn more about effective complaint management and service recovery techniques in this constructive 3.5 hour workshop.

Workshop Agenda and Objectives

• Introductory session on the fundamentals of customer experience management
• Recognise diversity when delivering customer service
• Recognise and deal with potential problems when handling customer service queries and requests
• Monitor and resolve customer service problems
• Apply risk management principles to customer service
• Process and handle customer service complaints
• Obtain Service Recovery

Benefits of Attending

• Learn the fundamentals of effective complaint management
• Understand the levels of empowerment needed to obtain service recovery
• Discover what your customers value most