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Program managing Customer Complaints for Business Excellence Saturday, August 12, 2017 9.30 a.m. to 1.00 p.m. (Followed by Lunch) Venue : Torrent AMA Management Center, Core AMA Management House,
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01
Identify the complaint: Listen carefully to the customer's concern and ensure you understand the issue.
02
Acknowledge the complaint: Apologize for any inconvenience caused and assure the customer that their complaint will be addressed.
03
Investigate the complaint: Gather all relevant information and investigate the issue thoroughly to determine the root cause.
04
Take necessary actions: Take appropriate steps to resolve the complaint, such as offering a solution, providing a refund, or compensating the customer.
05
Communicate with the customer: Keep the customer informed about the progress of their complaint and provide regular updates until the issue is resolved.
06
Document the complaint: Maintain a record of the complaint and any actions taken to resolve it for future reference and analysis.
07
Follow-up: After resolving the complaint, follow up with the customer to ensure their satisfaction and to avoid future similar issues.
08
Learn from the complaint: Analyze the complaints received and identify opportunities for improvement in products, services, or processes to prevent similar complaints in the future.

Who needs managing customer complaints for?

01
Any business that deals with customers directly can benefit from managing customer complaints.
02
Customer service departments, help desks, and support teams require efficient complaint management to address customer issues effectively.
03
Managers and supervisors responsible for customer satisfaction and loyalty should prioritize managing customer complaints.
04
Companies aiming to improve their products, services, and overall customer experience can utilize complaint management strategies.
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Managing customer complaints is for addressing and resolving issues raised by customers regarding products or services.
Companies or organizations that provide products or services to customers are required to file managing customer complaints.
Managing customer complaints can be filled out by documenting the details of the complaint, actions taken to address it, and resolution reached.
The purpose of managing customer complaints is to improve customer satisfaction, loyalty, and brand reputation.
Information such as customer details, complaint description, resolution steps, and follow-up actions must be reported on managing customer complaints.
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