Quality Management System. Working with consumer complaints

Target Audience:Managers and specialists of commercial services, marketing and sales, departments dealing with complaints, complaints and claims departments of quality, as well as all the staff that interact directly with customersDuration:2 days, 15 hoursProvider:Language:Russian

Terms and Conditions

– The deadline for registration & payment is usually 5 days before the starting date of the course;
– Those who do not register and pay by the deadline will not be allowed to participate in the training;
– All payments are to be made by bank transfer;
– Once registration is closed, the fee is non-refundable.

 The result of the training course:
• Understand the principles of managing claims and to deal with complaints based on the international standard ISO 10002.
• Acquired skills necessary for planning and development of effective and efficient claims management process.
• Receive additional material containing tools for dealing with complaints: how to prepare a written response to the complaint; how to manage complaints in person or by telephone; how to deal with complaints within the organization.

Training program
Module 1: Introduction. What is a claim?
Module 2: Efficient management of claims
Module 3: ISO 10002: 2004 requirements. Purpose of the standard. Definitions.
Module 4: ISO 10002: 2004 requirements. Guidelines.
Exercise 1: Principles of Management of claims.
Exercise 2: Evidence of compliance with the requirements of the standard
Module 5: ISO 10002: 2004 requirements. Basic principles of claims management. Planning and Design.
Exercise 3: Policy Objectives and claims management in your organization
Module 6: ISO 10002: 2004 requirements. Planning and Design.
Module 7: ISO 10002: 2004 requirements. The process of working with claims.
Exercise 4: Review of the situation compliance
Module 8: ISO 10002: 2004 requirements. Maintaining and improving.
Exercise 5: Monitoring the effectiveness and efficiency of the handling of complaints and grievances
Exercise 6: PDCA Cycle Exercise 7: The answer to the complaint (business game)
Final test

 Methodology of training delivery
Using accelerated learning techniques, interactive workshops and illustrative examples of Russian and international practice allow:
1) Learn the material as soon as possible.
2) Work out the possible problem situations.
3) Acquire practical skills needed in the work.