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Complaints Management
Learn strategies to turn the potential negatives of a customer complaint into positive outcomes for your customer and your organisation
7 – 8 March 2018
Dusit Thani Hotel, Dubai, UAE
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"IIR Strikes again! Revolutionary concepts for those seeking radical change to ways of looking at business in today's information age. IIR great effort!"

Tariq Bashwari
Planning Analyst
Saudi Aramco

"This event provides the building blocks for becoming not only an effective worker, but also for developing into a genuine and sincere human being."

Cynthia Fernandes
Services and Travel Buyer
Masterfoods ME

"It is a life changing course that touches all aspects of one's life."

Mohammed Al-Fariss
Staff Projects Engineer
SABIC

"An excellent course – adds real value to our experience."

Omar Jahameh
Finance Supervisor
Qatar Airways

".IIR is able to recognise and develop new trends. The delivery of innovative case studies adds tremendous value to conferences. This gives delegates the perfect balance between theory and practice. I believe in its formula."

Professor Robert Kaplan
Harvard University

Overview

Does your organisation encourage customer complaints? Do you make it easy for customers to register a complaint? If the answer to either of these questions is 'no' then you may be missing a significant opportunity to improve your business. Evidence suggests that most complaining customer who have their complaint resolved to their satisfaction are likely to do business with you again! This means that effective management of customer complaints offers a strategic opportunity to enhance your reputation and further develop your business. In order to do so you need to create the right culture, develop an effective complaints handling process and become a learning organisation, accepting that a complaint is a gift of feedback on your performance. This short, practical course, will help you to develop an organisational competency to manage complaints successfully.

Course Content
  • The Rise Of The Consumer And The Regulator
  • The Dissatisfied Customer
  • The Role Of Top Management
  • The Complaint-Handling Process
  • Opportunities For Improvement

Action Items
Developing A Plan To Translate Learning Into Actions At The Workplace

Who Should Attend

This course is highly recommended for all executives, senior managers and others in all sectors of the economy that have a need to lead and embed a service excellence culture in their organisation.

Relevant industries include: Healthcare, Government Services/Ministry, Hospitality, Airlines/Travel, Retail, Insurance, IT & technical support, Legal customer services such as Paralegals, Call centers, Automobile management staff, Contact center/ call center management, Help desk, Data services, and Online customer support.

Benefits Of Attending
  • Outline the causes of customer complaints
  • Explain the business case for handling customer complaints effectively
  • Describe an effective complaints-handling process from receipt to resolution
  • Explain why people complain
  • Demonstrate an ability to analyse the cause of complaints

    Alan Power
    Managing Director
    Mpower (UK) Ltd., UK

    Alan Power believes few people today show real leadership – there are many managers about but there are very few genuine leaders. So how do you regard yourself: a Leader or a Manager? You might ask 'what's the difference?' and the answer is: managers have subordinates but leaders have followers! Which, of course, begs another question: 'are you a Leader or a Follower?'. Reflect on how you do your job; did anyone do this job before you? If so, have you carried on doing it the same way as the previous incumbent (i.e. you followed) or have you radically changed the way the job is done to the benefit of all the stakeholders? If you have, maybe you are a Leader. But maybe this thinking is a little simplistic as it suggests that leaders and managers are a different breed when this is obviously not the case because sometimes we lead and sometimes we manage – in other words people can be both leaders and managers and call upon their different skills whenever the situation demands.

    Throughout his career, Alan has been called upon to be both a leader and a manager so has a clear understanding of the requirements of both roles.

    As a Leader, Alan set up several new functions while employed in a major UK bank. For example, he set up the bank's first training centre; became the youngest departmental head in the bank's history; was the first manager to launch a Quality Management system, and used Quality Management to set up a new mortgage company (which won a national award for Quality Management); and he was the first manager in the bank to adopt the Balanced Scorecard.

    As a management development and training professional, Alan qualified as a Leadership Trainer to deliver Action Centred Leadership in the 1970s and has delivered Leadership courses to countless delegates over the years and, with his personal experience as a Leader, his programmes are enriched by his personal experience.

    In 2003, Alan left the corporate world to set up his own consultancy specialising in Leadership, Operations Management, Business Excellence, Lean Thinking, Six Sigma and Customer Service Excellence.



    Dusit Thani Hotel

    Dubai, United Arab Emirates


    Dusit Thani Dubai

    Dusit Thani Dubai is an iconic 5-star luxury hotel that captures the essence of Thailand in the vibrant centre of this cosmopolitan city, the jewel of the UAE.

    The hotel is strategically located just five minutes from Dubai's main business hub, within walking distance from the nearest metro station and just 15 minutes from the airport. In addition, the world's tallest building, the Burj Khalifa, and the world's largest shopping mall, The Dubai Mall, are just a short walk from Dusit Thani.


    Dusit Thani Dubai
    133, Sheikh Zayed Road
    P.O. Box 23335 Dubai
    Dubai, United Arab Emirates

    Tel +971 (4) 343 3333
    Fax +971 (4) 343 4222

    www.dusit.com/dusitthani/dubai/

    Accommodation

    Special delegate rates have been negotiated at selected hotels and we highly recommend you secure your room reservation at the earliest to avoid last minute inconvenience. You can contact the Hospitality Desk for required assistance on:

    T:+971-4-407 2693
    F:+971-4-407 2517
    E: hospitality@informa.com


    VISAS

    Delegates requiring visas should contact the hotel they wish to stay at directly, as soon as possible. Visas for non-GCC nationals may take several weeks to process.


Date Course Fee Before
27 December 2017
Course Fee Before
31 January 2018
Final Fee
7 – 8 March 2018
(BC7020)
US$ 2,495 US$ 2,745 US$ 2,995

Course fees include documentation, luncheon and refreshments. Delegates who attend all sessions and successfully complete the course assessment will receive an Informa Certificate of Completion.

*

Book and pay full fee for two colleagues and the third attends for FREE

  • Not applicable in conjunction with corporate discounts
  • Payment to be settled before start of the course to avail the offer
  • This offer is not applicable on Early Bird Prices

For more information, email Andy Watts on a.watts@informa.com

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