Investigating, solving and answering complex customer problems: Customer Complaints - O
Course overview
The objectives of the Investigating, solving and answering complex customer problems workshop are:
- Getting to the root cause of a complaint/problem – peeling back the layers
- To introduce a range of diagnostic tools that people can use to solve problems
- To take you through the problem solving cycle of identify, define, explore, select, implement and review
- Applying these to real case studies
- Pulling key stakeholders in each situation together and keeping everyone informed
- Responding to complaint letters
- Promotion of ownership, empowerment and looking at the bigger picture to gain a win-win solution for the customer, organisation, colleagues and you
Who would benefit most from this programme?
For anybody whose job it is to answer complex customer problems whether those are complaints that have escalated involving a number of different people across the organisation, or general in-depth customer enquiries. You may be in a front-facing service or one dedicated to internal customers. The workshop particularly focuses on written complaints and enquiries.
Length
This is a one day workshop
For full course information click here
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