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Complaints and Quality Management

Quality through Customer Service

Media Type - DVD
Subject(s) - Customer Service

This witty programme makes it painfully obvious that there is only one thing worse than a problem which leads to a dissatisfied customer - and that's a problem that crops up repeatedly because no-one has attempted to solve the underlying issue.

This humorous drama follows the disgruntled manager of a retail operation, who responds to this problem by conducting a witch-hunt. Eventually, she comes to realise that it is better to research the problem without apportioning blame to individuals. She also learns that it's important to let the people involved find a solution – which means getting different departments to talk to each other.

Managers will learn how every complaint can be used to improve the quality process, and recognise the fundamental importance of allowing staff to solve the problems and propose solutions that can be monitored against agreed targets.

The key outcomes:

  • Learn how to recognise, and address, underlying causes of customer complaints
  • Research problems without apportioning blame
  • Involve staff in agreeing and monitoring appropriate solutions
  • Experience more satisfied customers, fewer complaints and improved morale

Learning chapters:

  • The complaint
  • False accusation
  • Investigate don't accuse
  • Look beyond the complaint
  • Not allowing staff contribution
  • Let staff find the solution
  • Encourage and reassure staff
  • Not suggesting anything else
  • Get departments networking
  • Not agreeing targets
  • Agreeing targets
  • Summary

  • Support Material - Course Leader's Guide
    Length - 28 minutes
  • Pricing
    Price - INR 39,750
    Intl. Price - US$ 999.00