Effective complaint management
How to manage customer's complaints?
So effectively that they never come back...
Effective complaint management is essential for maintaining customer satisfaction, improving product quality, and ensuring compliance with industry standards such as ISO 10002, IATF 16949, and customer-specific requirements. This training provides participants with the skills and methodologies needed to handle customer complaints systematically, conduct root cause analysis, and implement corrective actions. The program emphasizes structured problem-solving techniques, communication strategies, and continuous improvement approaches to enhance the complaint resolution process.
Training Program Highlights
- Introduction to Complaint Management
- Importance of an effective complaint handling process
- Industry standards and regulatory requirements (ISO 10002, IATF 16949)
- The Complaint Handling Process
- Receiving, documenting, and categorizing complaints
- Communication strategies for effective customer interaction
- Root Cause Analysis in Complaint Resolution
- Applying problem-solving tools
- Identifying systemic issues leading to complaints
- Implementing Corrective and Preventive Actions
- Using the 8D methodology for structured complaint resolution
- Developing sustainable corrective actions to prevent recurrence
- Monitoring, Reporting, and Learning from Complaints
- KPI tracking and complaint performance measurement
- Integrating lessons learned into quality management and product development
- Workshop: Real-World Complaint Handling Scenarios
- Case studies of successful complaint resolution strategies
Training objectives
To provide participants with a structured approach to managing customer complaints effectively, ensuring timely resolution, continuous improvement, and enhanced customer satisfaction.
Target Audience
- Customer Service and Quality Assurance Professionals
- Complaint Handling Teams
- Supplier Quality and Supplier Management Teams
- Process and Production Engineers
- Managers responsible for customer relations and product quality
Participant Benefits
- Enhanced ability to handle customer complaints professionally and efficiently
- Improved problem-solving skills using structured methodologies
- Increased confidence in root cause analysis and corrective action planning
- Better communication and conflict resolution strategies
Organizational Benefits
- Strengthened customer relationships and brand reputation
- Reduced number of recurring complaints and product failures
- Improved compliance with industry standards and customer requirements
- More effective complaint resolution leading to operational excellence
Qualification confirmation
E-certificate
Training duration
1 day x 7 hours
Training price
In order to get an offer please send a request to: contact@qualitywise.pl.
Documents
Terms and conditions you will find here.
Contact
For additional questions, other training dates or a dedicated training offer for your company, please contact Qualitywise®!
