SUCCESSFUL COMPLAINTS MANAGEMENT

1 Introducing the complaints management concept
* Complaints management objectives
- Complaints management benefits
- Defining complaints
- Classifying complaints
- Expressing complaints:
Oral complaints - Complaints delivered in direct conversation, complaints delivered indirectly by phone, misleading oral dissemination
Written complaints - Recorded complaints, electronic complaints

* Direct complaints management process:
- Encouraging the complaints management process
- Receiving and documenting complaints
Confirmation of complaints receipt
Complaints managers
Handling diverse complaints
Data management in the customer complaint management system
Identifying themes and trends to categorize complaints
Allocating complaints and updating the customer
- Complaints handling, timelines, customer information polices and procedures
The process of complaints handling
Complaints handling management and responsibilities
Defining time schedules for processing complaints
- Monitoring of the complaints handling
- Identifying special complaints management cases:
Managing repeated complaints
Managing compensation demands
Managing identical complaints to different company departments
Handling complaints directed to company management
Managing complains about affiliation
Dealing with intimidation and threats
- Choosing response mechanisms:
Rules of conduct for direct conversations and written responses
Reimbursements, tangible and intangible compensations
Response and verification of individual cases
Dealing with unjustified complaints: subjective perception and rejecting minor complaints
Managing high-roller customers
Communication during complaints handling: Confirmation of acceptance of complaint, Providing informing during complaints handling, Finalising complaints, Delegating complaints follow up, Addressing complainants during the investigative process
- Completing complaints processing

* Indirect complaints management process
- Evaluating complaints
- Data management of complaints related information
- Controlling complaints: complaints reporting and monitoring
- Making quality improvements based on complaints

2 Preparing complaints responses
* Designing written complaints response
- Understanding customer complaints motivation
- Distinguishing complaints from reclamations
- Written responses psychology
- Sentence psychology
- The tone of written complaints
Complaints writing style guide
Spelling in complaints
Complaints point of views
Positive and negative complaints phrasing
Presenting complaints: Choice of complaints fonts
Additional complaints graphics
Semantic choices
Grammatical language choices
Persuasive models
Argumentation: Optimal number of arguments, Ordering arguments, Concrete and abstract arguments

* Complaints responses:
- Conveying information
- Conveying motivation

* Designing ready made complaints responses

* The structure complaints responses:
- Introduction and parallel transaction
- Complaint main body and modular structure
- Complaints summary and conclusion

* Length of complaints responses

* Expressing engaged complaints

* Preparing oral complaints responses
- Direct conversation codes of conduct
- Telephone calls codes of conduct

* Common mistakes in expressing oral complaints responses

3. Practical assignment: writing complaints response
* Complaints response phases:
- Introductory phrases
- Paraphrasing the problem
- Removing the conflict arguments
- Proposing solutions
- Final phrases

* Example - delayed delivery:
- Introduction with positive tone of voice, explaining objective delay reasons, reminding the benefits of the delivery offer, apology, confident closure of the complaints case

* Example – delivery flaws:
- Convincing introduction disarmingly, acknowledging mistakes, explaining flaws, apologising, accepting or rejecting the customer complaint proposal, constructive conclusion

* Example - denial:
- Neutral introduction, positive explanation, rejection statement, affirmation, new sales undertaking
- Effective introduction, evidence statement of product or service high quality, stimulating additional purchase, compelling end statement

* Example: Contract termination:
- Engaging introduction, quote from general terms and conditions, describing the particular case in the framework of general terms and conditions, concerned and involved conclusion