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Customer Service, Sales , Marketing Training Courses

Implementing and Managing a Customer Complaints System

Duration
2025-12-07 5 Days 2025-12-11
Attendance

Hotel Meeting Room

Hotel Meeting Room
Course code
SM-311
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City / venue
Casablanca

Classroom

Fees / hours
2950 $ | 25 Hours

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Course details

Overview
Content
Training Methodology

Overview ?

Program Objectives
By the end of the program, participants will be able to:
  • Understand the concepts and importance of customer feedback.
  • Know the flow of customer feedback in an organization.
  • Design a customer feedback system to enhance organizational performance.
  • Improve existing system and benchmark against world class standards.
  • Assess and audit complaints systems.
This Program is designed for

Staff members who deal with customer feedback and customer service staff or team members who are working to develop effective customer feedback systems. This program is worth 25 NASBA CPEs.

Program Outline
Introduction to Understanding Your Customers
  • Who Is Your Customer?
  • Importance of Customers Feedback
  • Types of Customers
Introduction to Complaints Management
  • What Is a Complaint?
  • What Are the Sources of Complaints?
  • Why Should an Organization Seek Complaints?
  • Complaints Are Golden Opportunities for Improvement
Introduction to Complaints Management Standards
  • Why Standards?
  • Types of Standards
  • ISO 10002 as a Model
  • The Impact of Customer Attitudes towards Complaining and Organizational Reactions
  • Business Needs and Commercial Implications

 
Essential Elements of a Complaints Management System
  • Scope and Policy
  • Planning
  • Resource/Competence
  • Logging and Receiving Complaints
  • Implementation and Operation
  • Management Review
  • Corrective and Preventive Actions
Designing and Implementing an Effective Customer Complaint System
  • Complaint Definition, Handling, Escalation and Resolution
  • Developing a System Including Workflow and Process Mapping
  • Monitoring, Measurement and Management Review
  • Audits in Principle and Practice
  • Possible Barriers
Writing a Customer Complaint Procedure

 

Day 1

Asset Cost Management Introduction

Definitions of reliability, maintenance & asset management
The total cost of maintenance
Best practice reliability and maintenance processes
Elements of asset management best practice
Auditing performance
Overview of TPM, RCM, BCM, QCM, and other asset management buzzword
Open discussion sessions

Day 2

Laying the Groundwork

Definitions of reliability, maintenance & asset management
The total cost of maintenance
Best practice reliability and maintenance processes
Elements of asset management best practice
Auditing performance
Overview of TPM, RCM, BCM, QCM, and other asset management buzzword
Open discussion sessions

Day 3

Applying the Value based Process

Definitions of reliability, maintenance & asset management
The total cost of maintenance
Best practice reliability and maintenance processes
Elements of asset management best practice
Auditing performance
Overview of TPM, RCM, BCM, QCM, and other asset management buzzword
Open discussion sessions

Day 4

Ensuring the Continuity of the Value-based Process

Definitions of reliability, maintenance & asset management
The total cost of maintenance
Best practice reliability and maintenance processes
Elements of asset management best practice
Auditing performance
Overview of TPM, RCM, BCM, QCM, and other asset management buzzword
Open discussion sessions

Day 5

Supporting Process that Lower Life-cycle costs

Definitions of reliability, maintenance & asset management
The total cost of maintenance
Best practice reliability and maintenance processes
Elements of asset management best practice
Auditing performance
Overview of TPM, RCM, BCM, QCM, and other asset management buzzword
Open discussion sessions

Training Methodology

Pathways Training and consulting adopts the newest techniques of human resources Training and consulting and, with the following:

  • Theoretical lectures are delivered via PowerPoint and visual displays (videos and short films)
  • Making scientific evaluation to the trainee (before and after)
  • Brainstorming and role-playing
  • Using case studies related to the scientific material being delivered and the trainees' work.
  • The participants get the scientific and practical material printed and on CDs and Flash memories.
  • Preparing records and reports of the participants' attendance and results, with a general evaluation of the training program.
  • A group of the best trainers and experts in all fields and specialties professionally prepares the scientific material.
  • After finishing the course, the participants get certificates of attendance signed, certified, and issued by pathways Training and consulting.
  • Our training programs start at 9:00 o'clock in the morning and end at 2:00 in the afternoon, with snack buffet during the lectures.
  • Providing a lunch buffet during the training program period, with organizing a lunch party on the training program final day for taking some photos and certificate awarding.
Different venues & timings for this course

Course name

Duration

City

Price

Implementing and Managing a Customer Complaints System

14, Dec 2025 18, Dec 2025

Riyadh

2750$

Implementing and Managing a Customer Complaints System

22, Dec 2025 26, Dec 2025

Istanbul

2950$

Implementing and Managing a Customer Complaints System

28, Dec 2025 01, Jan 2026

Riyadh

2750$

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