Training package In Customer complaints system: a tool to develop customer service – Material Drive


Cache's Guide

Trainee's Guide







This specialized course on customer complaints focuses on two aspects: the behavioral aspect of the individual employee who deals face to face with the complainant, and the procedural aspect of how the institution handles the complaint at each step from the moment the complaint is brought to an end. The course also includes the necessary preparations that the institution must undergo in the field of cultural development and openness before hoping to benefit from complaints and restore customers who have filed complaints, improve internal processes and achieve new prospects in customer satisfaction.

What Will I Learn?

  • Explain the importance of managing the customer complaints system to improve the performance of the organization
  • Apply customer feedback system which would increase customer satisfaction and retention
  • Management of each stage of dealing with complaints from the preparation until the complaint is resolved, including receipt of the complaint, analysis, escalation and follow-up, and all internal and external communications
  • Develop relevant key performance indicators to assess and review complaints systems
  • Evaluation of existing systems and their conformity with the best international standards for dealing with complaints
  • Customer orientation


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