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Customer Complaint Analysis

Training on Customer Complaint Management as per ISO 10002:2004


• Provide a complainant with an access to open and responsive complaint handling process
• Enhance ability of the organization to resolve the complaint in a consistent, systematic and responsive manner
• To identify trends and eliminates causes of the complaints, and improve organization's operations
• Help organization create a customer focused approach to resolving complaints and encourage personnel to improve their skills in working with customers
• Provide a basis of continual review and analysis of complaint handling process, the resolution of complaints, process improvements made.

• Customer focus approach
• Continual improvement
• Customer complaint handling framework
• Operations of complaint handling process
• Analysis and Evaluation of complaints
• Auditing of complaint handling process
• Management Review of complaint handling process

This means it is under no external financial or shareholder pressure and can present itself to the market as a truly independent body. MSP‘s objective is to “Providing Value Added Services For Safeguarding Life, Property & Environment”.

Duration: 1 day

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