THE MANAGEMENT OF COMPLAINTS AND CLAIMS

Online training session, lasting one and a half hours

Implementation of complaints management

The role of emotional intelligence and other important factors in resolving a conflict situation.

When the customer is wrong and what to do in this situation?

Deal with customer complaints without compromising the image and reputation of your business.

Confidence in actions and a clear set of work rules, which gives excellent results.

Flexibility
Accessibility
Customization
Reactivity
Simplicity
Reliability

Make all employees aware of the objectives of the complaints department and how it is

functioning.

Grant a power of intervention to the employees of the

complaints department enabling them to become proactive agents of change.

Facilitate the handling of a complaint. This involves the engagement of relevant decision-makers across the organization from start to finish.

Take charge of and process the complaint the most

quickly possible.
The customer expects immediate handling of his complaint and a response as soon as possible.

The complaints department analyzes complaints, produces reports to senior management and identifies possible solutions.

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