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Managing Customer Complaints: Quality Tools for Continuous Improvement


Webinar Recording

Recording Price: $199.00

(Includes Proprietary Materials)

Even the most successful Quality Management System cannot completely eliminate customer complaints. Often customers don't complain, they simply move on to a competitor, so each complaint is a unique opportunity to gain valuable feedback and discover ways to further improve processes. In this 60-minute webinar you and your team will discover:

  • How to mine the true root cause of customer complaints
  • What customers are really telling you when they complain
  • Processes for successfully responding to customer complaints
  • Quality tools for effectively addressing customer feedback

Program Highlights

  • Why are Customers Complaining? Getting to the True Cause

    • Four levels of root cause leading to customer complaints
    • Quality tools for investigating root causes of the problem
    • Real cost of customer complaints on your organization
  • Ways to Effectively Respond to Customer Complaints

    • Acknowledging the complaint using the CREI problem statement
    • Methods for limiting the customer's exposure to problems
    • Preventing the recurrence of problems leading to negative feedback
  • Resolving & Reducing Complaints in Your Organization

    • Keys to creating effective complaint handling and follow-up procedures
    • Specific practices and processes that reduce customer complaints
    • How can you prevent complaints before they happen?
  • Live Question & Answer Session - Have your specific customer complaint questions answered!

About The Speaker

Cathy Fisher, President, established Quality Improvement Strategies, a business development and training consultancy, in April 1996 to support organizations in their mission to establish the systems necessary to sustain improvement in their business. She provides management systems development, business planning, business system evaluation/audit, process improvement and technical competency development programs for organizations in a wide variety of industries including manufacturing, chemical processing, professional services and retail/consumer products industries. The foundation for Cathy's passion in business was developed through 15 years of experience as an engineer in the automotive industry, having worked for General Motors, BMW as well as several supply organizations.

Program Benefits

In this 60-minute program we will show you effective ways to handle customer complaints, what you can do to prevent future customer complaints, and how to use customer feedback as a tool to drive continual quality improvements.