Organisation: The Leadership Factor (UK)
Category: Complaint Management
Description: Part 1: Complaints Management in perspective
· Just how good or, poor, are UK organisations at handling complaints?
· Benchmarking your performance
· Best practice in complaints management
Part 2: The complaints management system
· Key components of an effective complaints management system
· Channels and media for making a complaint
· Channels and media for handling complaints
· Good and bad practice in complaint handling
Part 3: The customer’s perspective
· Causes of complaints
· The complaints journey through the eyes of the customer
· Identifying critical incidents that determine the customer’s judgement
· Good and bad practice in complaint handling
· Understanding the consequences of the complaints process:
o Higher or lower customer satisfaction and loyalty
o Positive or negative word of mouth
o Service recovery opportunities
Part 4: Monitoring complaints handling performance
· Internal performance metrics
· Measuring the customer experience
· Distinguishing between the effects of process and outcomes
· Calculating the key drivers of customers’ judgements
Part 5: Opportunities for improvement
· Critical incident modelling
· Identifying and testing specific change opportunities
Price: NA
Contact: The Leadership Factor (UK)
Taylor Hill Mill, Huddersfield
HD4 6JA, United Kingdom
Tel: +44 (0)1484 517575
Fax: +44 (0)1484 517676
e-mail: uk@leadershipfactor.com
Email :
uk@leadershipfactor.com
Webmail :
http://www.leadershipfactor.co.uk
Service Available In :
Search Similar Program in: Taylor hill mill |
huddersfield |
United kingdom
