Customer Experience Centre of Excellence

Module 4: Customer Complaint Resolution Process

Complaint resolution is often missed as the opportunity to not only satisfy customer's concern but to retain the customer and win repeat and referral business. If done right!

This coaching and consulting module directs the focus of those responsible for customer service may it be the management, delivery or even the analysis, to the process steps and attributes required to properly and effectively handle customers' complaints from the time received to the time of absolute delight by the customer for successful and efficient handling of their concern.

This module is structured in two phases with a two weeks gap in between.

Phase 1: Duration 4 consecutive days (8 hours per day)

w Enterprise level complaint resolution process [Customer's perspective]

w Task level complaint resolution process [Internal perspective]

w Requirements for creating the ideal Customer Experience

Phase 2: Duration 1 day (8 hours)

w A review of the Customer Experience audit report prepared by the team in the preceding two weeks since completing Phase 1

w Recommendations for moving forward in preparing the organization for establishing the ideal Customer Service Complaint Resolution Process

Pricing: $4995 (plus applicable taxes). Included in this price :

w Consultant led sessions for Phases 1 and 2 for up to 8 team members

w Workshop workbook for each team member

w Complaint resolution process customer experience audit checklist and report templates to be completed by the team for Phase  2

w List of recommendations for establishing the ideal Customer Service Complaint Resolution Process

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