Managing Customer Complaints

Overview

Learn to effectively handle customer complaints in service organizations through comprehensive analysis of operational management strategies and quality service theories. Master the application of established procedures and models for addressing service failures while developing cultural competency to respond appropriately to complaints from diverse customer backgrounds. Explore how customer service theories and quality management models specifically apply to service industry contexts, and gain practical skills in implementing systematic approaches to service recovery. Build expertise in creating and developing comprehensive service recovery management programs that can transform complaint situations into opportunities for improved customer relationships and organizational learning.

Syllabus

Analyse how services organisations manage their operations to respond to customer complaints.
Analyse how quality and customer service theories and models relate to the service industry.
Use procedures and models to respond to service failures.
Respond to complaints from culturally diverse perspectives.
Develop a service recovery management program.