Customer Satisfaction: Problems and Opportunities   The process of handling customer feedback has an impact on customer retention and business success. For example, the complaint can be seen as a problem or as an opportunity.   This course deals with planning, designing, maintaining, monitoring, auditing, and improving the complaints handling process in compliance with ISO 10002 guidelines. The complaints handling process is presented as one of the organization's business-processes by defining the purposes, inputs, outputs, controls and resources of this process and its linkage with other processes. Who Should Attend: This training is designed for top and middle managers who are responsible for planning, operation, design, control and improvement of customer service/ satisfaction processes.

Course Objectives After completing this course, participants will be able to perform the following actions:   Create a customer-focused environment that is open to complaints   Establish a complaints' handling policy and objectives   Design an effective complaints' handling process   Integrate the complaints' handling process into a management system    Use the complaints' handling process to enhance customer satisfaction

Course Format & Features Feature Description Time to complete One calendar month Case s Yes Instructor interaction Available via email Online quizzes 2 Written assignments 1 Final assessment 1 Certificate of completion Yes Cost, USD $45.00

System Requirements   Microsoft Windows XP or Macintosh OS X 10.3 or newer   Microsoft Internet Explorer 7.0 or Mozilla FireFox 3.0 or newer   Adobe Flash Player 8 or newer   Adobe Acrobat Reader 7.0 or newer   Pop-up blockers must be disabled   JavaScript must be enabled on the browser Recommendations   High-speed Internet (there are some large documents available for download)    Screen resolution must be set to 1024 x 768 or 800 x 600