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Customer Service, Sales , Marketing Training Courses

Implementing and Managing a Customer Complaints System

Duration
2025-07-28 5 Days 2025-08-01
Attendance

Hotel Meeting Room

Hotel Meeting Room
Course code
SM-311
Copied !
City / venue
Kuala Lumpur

Classroom

Fees / hours
3250 $ | 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

17, Feb 2025 21, Feb 2025

Berlin

4750$

Implementing and Managing a Customer Complaints System

24, Feb 2025 28, Feb 2025

Brussels

4750$

Implementing and Managing a Customer Complaints System

03, Mar 2025 07, Mar 2025

Zurich

4750$

Implementing and Managing a Customer Complaints System

10, Mar 2025 14, Mar 2025

Trabzon

3500$

Implementing and Managing a Customer Complaints System

17, Mar 2025 21, Mar 2025

Beijing

4950$

Implementing and Managing a Customer Complaints System

24, Mar 2025 28, Mar 2025

Amsterdam

4750$

Implementing and Managing a Customer Complaints System

31, Mar 2025 04, Apr 2025

Bangkok

4950$

Implementing and Managing a Customer Complaints System

06, Apr 2025 10, Apr 2025

Muscat

2750$

Implementing and Managing a Customer Complaints System

14, Apr 2025 18, Apr 2025

Toronto

5500$

Implementing and Managing a Customer Complaints System

21, Apr 2025 25, Apr 2025

Barcelona

4750$

Implementing and Managing a Customer Complaints System

28, Apr 2025 02, May 2025

London

4750$

Implementing and Managing a Customer Complaints System

04, May 2025 08, May 2025

Cairo

2450$

Implementing and Managing a Customer Complaints System

12, May 2025 16, May 2025

Geneva

4750$

Implementing and Managing a Customer Complaints System

19, May 2025 23, May 2025

Vienna

4750$

Implementing and Managing a Customer Complaints System

26, May 2025 30, May 2025

Munich

4750$

Implementing and Managing a Customer Complaints System

02, Jun 2025 06, Jun 2025

Prague

4750$

Implementing and Managing a Customer Complaints System

09, Jun 2025 13, Jun 2025

Rome

4750$

Implementing and Managing a Customer Complaints System

16, Jun 2025 20, Jun 2025

Jakarta

3500$

Implementing and Managing a Customer Complaints System

22, Jun 2025 26, Jun 2025

Tunisia

3250$

Implementing and Managing a Customer Complaints System

30, Jun 2025 04, Jul 2025

Marbella

4750$

Implementing and Managing a Customer Complaints System

07, Jul 2025 11, Jul 2025

Paris

4750$

Implementing and Managing a Customer Complaints System

14, Jul 2025 18, Jul 2025

Milan

4750$

Implementing and Managing a Customer Complaints System

14, Jul 2025 18, Jul 2025

Madrid

4750$

Implementing and Managing a Customer Complaints System

20, Jul 2025 24, Jul 2025

DUBAI

2950$

Implementing and Managing a Customer Complaints System

28, Jul 2025 01, Aug 2025

Kuala Lumpur

3250$

Implementing and Managing a Customer Complaints System

03, Aug 2025 07, Aug 2025

Amman

2750$

Implementing and Managing a Customer Complaints System

10, Aug 2025 14, Aug 2025

Marrakesh

2950$

Implementing and Managing a Customer Complaints System

17, Aug 2025 21, Aug 2025

Sharm ElShaikh

2750$

Implementing and Managing a Customer Complaints System

24, Aug 2025 28, Aug 2025

Doha

3500$

Implementing and Managing a Customer Complaints System

31, Aug 2025 04, Sep 2025

Casablanca

2950$

Implementing and Managing a Customer Complaints System

07, Sep 2025 11, Sep 2025

Riyadh

2750$

Implementing and Managing a Customer Complaints System

15, Sep 2025 19, Sep 2025

Istanbul

2950$

Implementing and Managing a Customer Complaints System

21, Sep 2025 25, Sep 2025

Jeddah

2750$

Implementing and Managing a Customer Complaints System

28, Sep 2025 02, Oct 2025

Manama

2750$

Implementing and Managing a Customer Complaints System

05, Oct 2025 09, Oct 2025

Beirut

2750$

Implementing and Managing a Customer Complaints System

13, Oct 2025 17, Oct 2025

Singapore

4950$

Implementing and Managing a Customer Complaints System

19, Oct 2025 23, Oct 2025

Kuwait

2750$

Implementing and Managing a Customer Complaints System

20, Oct 2025 24, Oct 2025

Milan

4750$

Implementing and Managing a Customer Complaints System

26, Oct 2025 30, Oct 2025

DUBAI

2950$

Implementing and Managing a Customer Complaints System

03, Nov 2025 07, Nov 2025

Kuala Lumpur

3250$

Implementing and Managing a Customer Complaints System

09, Nov 2025 13, Nov 2025

Amman

2750$

Implementing and Managing a Customer Complaints System

16, Nov 2025 20, Nov 2025

Marrakesh

2950$

Implementing and Managing a Customer Complaints System

23, Nov 2025 27, Nov 2025

Sharm ElShaikh

2750$

Implementing and Managing a Customer Complaints System

23, Nov 2025 27, Nov 2025

Khobar

2750$

Implementing and Managing a Customer Complaints System

30, Nov 2025 04, Dec 2025

Doha

3500$

Implementing and Managing a Customer Complaints System

07, Dec 2025 11, Dec 2025

Casablanca

2950$

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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