Citizens Handling & Complaints Skills In Municipalities & Local Administration

Course Code: PJ02

►Course Objective


  • Defend the vital role of a customer complaints management system in enhancing organizational performance
  • Demonstrate how a properly trained employee handles, step-by-step, complaining customers, gains their confidence and gratitude and secures their satisfaction 
  • Implement a customer feedback system that will maximize customer satisfaction and retention
  • Manage every phase of the complaint handling process from preparation to closing including receipt, analysis, escalation, tracking, and all internal and external communication
  • Formulate relevant key performance indicators to assess and audit complaint systems


►Target Audience


  • Customer orientation
  • Empathic outlook
  • Emotional control
  • Meeting standards
  • Systems judgement
  • Organized workplace
  • Quality orientation


►Course Outline

Day 1

Introduction to understanding your customers

  • Interesting facts and figures
  • Customer retention
  • The principal foundation of retaining and developing our customer base
  • The 'PRIDE' model for understanding customer needs
  • Service mix elements
  • The service quality model and service gaps
  • Managing customer expectations

Day 2

Introduction to complaints management

  • 'Customer complaint' definition
  • The importance of complaints
  • Customer satisfaction and customer loyalty
  • The 'Kano' model
  • The danger of ignoring complaints
  • Levels of complaints
  • Complaints handling: process and behavior
  • Sources of customer complaints
  • Dealing with customer complaints

Day 3

Complaints management standards and Complaints Handling Process (CHP)

  • Complaints management standards - background
  • ISO 9001 process model
  • ISO 9001 and requirements for complaints management
  • Essential elements of a complaints management system
  • ISO 10002:2008 guidelines for CHP
  • Scope and guiding principles
  • The complaints handling policy
  • Responsibility and authority
  • Top management
  • Management representative
  • Other managers
  • All personnel in contact with customers
  • All other personnel
  • Planning and design
  • Objectives of the CHP

Day 4

  • Customer satisfaction, linkages and alignment
  • Resource requirements
  • Competency requirements
  • Operation and communication
  • Essential elements
  • Receiving, recording and tracking
  • Assessing, investigating and closing
  • Maintenance and improvement
  • Collection of information
  • Satisfaction with CHP
  • Monitoring the CHP
  • Auditing the CHP
  • Management review

Day 5

Assessing and monitoring a complaints management system

  • Quotes on measures
  • Metrics, measures and Key Performance Indicators (KPIs)
  • Where do KPIs come from
  • Some organizational Key Result Areas (KRAs)
  • Criteria for ‘good’ KPIs
  • Analysis of complaints: root cause analysis
  • Prioritizing problems
  • Finding effective and efficient solutions
  • The design of financial models for forecasting and decision-making

Register for this course

Date & Location

Date : 24 February 2019

Duration : 5 days

Place : Kuala Lumpur

Join This Course Now

Date : 09 June 2019

Duration : 5 days

Place : London

Join This Course Now

download the Course file