Description

Understanding Complaint Management

Complaints management is an essential piece of being a customer-oriented organisation. It allows us to both address individual grievances while recognising trends which can be improved upon in our services.

Managing complaints is mandated by government organisations, and entails having competent systems in place that measure customer satisfaction and capably respond to complainants. Such data can also serve as useful feedback for improving service quality standards. Moreover, customers are often times the primary source of identifying issues and potential areas for betterment.

A CMS (Complaints Management System) is a structured approach to dealing with customer complaints. It has established procedures which covers the reception, recording, processing, responding to and reporting of grievances with the ultimate goal of using those criticisms to inform improvements in service delivery and decision-making. To be compliant with relevant standards and legislative frameworks, any organisation implementing a CMS must adhere to certain protocols which include establishing an official policy document, a database for logging complaints and allocated resources for effectively managing said system.

An effective CMS is essential for delivering high-quality customer service. It can track customer satisfaction, providing valuable information and feedback for service improvement. Customers are usually the first to notice any issues with the system.

Adopting an effective CMS includes:

•  Enhancing internal complaint handling.
•  Minimising repeated complaints.
•  Enhancing the standards of service provided to the public.
•  Raising the standards of decision-making.

The manner in which complaints are handled can affect an organisation's credibility. Poorly managed complaints can be costly and damage the organisation's reputation, as well as heighten existing inefficiencies.

Customers should be treated with politeness and respect when lodging complaints. They should be given the necessary assistance to make their complaint.

The organisation should ensure that customer complaints are managed by trained personnel in a way that is transparent, responsive, reasonable, quick and effective, in line with the organisation's policies.

About this course

•  Training Provider: OHS.com.au
•  Location: Online
•  Course length: Varies average 20 minutes
•  Time: Self-paced
•  Certification / Accreditation: Certificate of Completion

Background – Why is customer complaint important?
Managing customer complaints is a key part of delivering successful service and maximising profitability. Complaint management not only gives your company the opportunity to gain insights into how and where improvements can be made, but it also enables savings in costs and increases customer satisfaction.

Gathering customer feedback has five major advantages:

-   Customer feedback gives you an understanding of what sort of changes are                                 necessary  to ensure a better experience for clients.
-   By accurately addressing customers' pain points, you can help create more                         pleasant customer experiences.
-   You will be able to make better decisions around budget allocations with exact data                 on which aspects need improvement.
-    Through effective complaint management processes, you will be able to enhance
      operational efficiency and reduce costs related to complaints resolution.
-    As your business continues to improve, customer satisfaction and loyalty will grow in tandem.

Customer experience is key to success. Customer complaints should be used as an opportunity to gather insights on how to improve your products and services. It's important to track customer feedback, understand it, and create strategies that will address any issues with the service so you can keep them informed. Strengthening complaint management often leads to higher customer satisfaction scores (CSAT). Monitoring customer feedback across different channels will allow you an understanding of how they perceive your offerings; addressing their complaints quickly and productively can lead customers to have positive experiences, thus increasing those satisfaction scores.

Managing customer relationships is a pillar of any successful business. Listening to customers and taking their complaints seriously builds trust, which helps you retain them. Through consistent delivery of value and reliable support during moments of need, your company can cultivate loyal customers who will advocate for your brand. Complaint management is key for customer loyalty and advocacy.

Course Outline
OHS’s Complaint Management training course is designed to give participants the ability to comprehend and respond to customer complaints that is difficult to manage. While relying on sound theoretical foundations, the course also provides participants with the chance to observe and apply successful response methods.

This training course is designed for organisations responsible for the devising, maintaining and execution of a complaint handling policy and system are encouraged to use quality assurance and corporate governance methods to ensure successful implementation.

Learning Outcomes
- Developing a comprehensive comprehension of the driving forces behind customer
   complains.
-  Acquiring the aptitude to remain composed and respond suitably to emotionally                       charged customer interactions and complains.
-  Implementing assertive communication tactics, with a focus on “I Statements”.
-  Getting tips on how to defuse complain situations with irate or hostile customers.