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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 is a dedicated quality professional and founder of Quistem, LLC and Quality Improvement Strategies.

  • With over 30 years of industry experience, Cathy has worked with thousands of organizations representing industry sectors from manufacturing, chemical processing, information management to professional services providers as well as government agencies and contractors.
  • She provides customized management systems development, business planning, business systems evaluation/audit, process improvement and technical competency development programs to support organizations in their mission to establish customer-focused processes which provide profitable results.
  • Cathy recently introduced Quistem, LLC, an online quality/technical mentorship program for quality and technical professionals to increase their knowledge and put into action quality improvement tools in order to achieve outstanding results for their employer and excel in their career growth.

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.