Effective Customer Complaint Management February 15, 2009

CUSTOMERS PAY OUR SALARY!

This statement is so true and we must learn how to handle our customers effectively. Customer Complaints is a gauge of customer dissatisfaction while satisfaction also needs to be measured. Customer complaints is actually a very powerful input from our caring customers as they want to see us improve and continuously serve them better!

Effective Customer Complaint Management is a specially designed programme that will provide you the methodologies and tools to manage your customer satisfaction and dissatisfaction effectively and provide objective evidence for your Quality Management System as well as to continuously improve your customer relationship.
At the end of this workshop, participants will be able to:

* Understand the ISO 9001 requirement on customer satisfaction and dissatisfaction.
* Understand the methodology of managing customer satisfaction and analysis.
* Understand the methodology of managing customer dissatisfaction and analysis.
* Reply complaints and problem solving.
* Use the analysis for continual improvement.

Who Should Attend

Quality Management Representatives, Quality / Customer Service managers executives, engineers, team-leaders, supervisors and any other managers who are tasked to handle customer and complaint.

Official Website: http://www.gin-my.com/ws_20090216_qa_customer.php