Customer Care and Complaints Training

Course aims & Objectives:

Understand that customer care and complaints are the two sides of the same coin of the business
Understand the business case for having good customer care
To explore ways in which customer views & satisfaction may be obtained
Have an awareness of the values and behaviours of the organisation necessary for good customer care
Understand what is not going right for the organisation by looking at complaint trends
To learn from complaints
Use the findings to improve practice

Course Content (Although this is separated into the customer care and complaints, course content will integrate the material)

Customer Care

What is customer care? Who are the customers? What constitutes good customer care? (What does it look like / how does it feel at the receiving & giving ends?). Where does customer care begin & end?
Why is it a good business case to deliver good customer care? (Link this with good PR; staff and user satisfaction; staff retention, etc.). Identify the core values and behaviours that are integral for the organisation and its employees.
How do you know you have good customer care? How does an organisation find this out? (This is usually through national or local surveys; complaints, compliments; observations; media; staff turnover & exit interviews, etc.) Once you have found out, what are you going to do about it?
What are the consequences of problematic customer care? It gives rise to complaints.

Complaints

Consequences of complaints (for customer, staff, organisation with reference to direct / indirect costs; reputation; litigation)
Are there robust systems in place to allow customers to complain? Does the organisation take /treat complaints seriously? Is there a gold standard (time) for handling complaints? Does the Chief Executive know how many complaints were received in the last quarter?
Rationale for managing complaints process well from logging, analysing, investigating, resolving & reporting complaints to the Board.
Analysing complaints data to determine trends
Does the organisation learn from complaints

Customer Care and Complaints Training
Delegates will be required to work in small groups to examine work based issues to give them experience of taking ownership of complaints by considering how they would handle / investigate a complaint; develop an action plan to resolve issues, develop a template to audit them in the future and report the matter to their line manager / 'complaints manager'

'Bats and Bouquets' routine + need for champion on customer care & complaints issues in organisation

Max Nos: 16

Duration: 1 Day

Contact TCR for further information and quote price code: E