Why this course?

Description

Training Title: Customer Complaint Handling

📅 Date: 27th June 2025
🕘 Time: 09:30 AM to 05:30 PM
📍 Mode: Online Live Session

🎯 Training Overview:

In today’s competitive market, customer satisfaction is key to sustained success, and how an organization handles complaints can make or break its reputation. This live session by Quality HUB India is designed to equip professionals with practical tools, strategies, and insights to effectively manage and resolve customer complaints.

Participants will learn structured complaint-handling techniques, how to identify the root causes, and how to transform customer feedback into an opportunity for continuous improvement.

👥 Who Should Attend:

• Quality Managers & Executives
• Customer Support Professionals
• Operations Managers
• Internal Auditors
• Anyone involved in customer interaction or complaint handling

Learning Objectives:

By the end of this training, participants will be able to:

• Understand customer complaint handling requirements as per ISO 9001:2015 and IATF 16949.
• Define and classify types of complaints.
• Apply structured steps to handle complaints – from receipt to closure.
• Implement root cause analysis (RCA) and problem-solving tools effectively.
• Avoid recurrence through corrective action planning and validation.
• Improve customer satisfaction and trust by establishing robust systems.

 Training Agenda

Fundamentals of Customer Complaints

• What is a customer complaint? Why complaints matter? Definitions and scope
• Types of Customers: Internal vs External Customers
• Types of complaints (product, service, delivery, documentation, behavior, etc.)
• Impact of complaints on customer satisfaction and business reputation
• Overview of ISO 9001:2015 Clause 10.2 – Nonconformity and Corrective Action
• IATF 16949 Additions – Clause 10.2.6: Customer Complaints Handling
• Complaint vs Feedback vs Grievance

Complaint Handling Process – Step-by-Step Approach

• Complaint registration and initial assessment
• Risk prioritization and escalation (based on severity/impact)
• Internal communication & cross-functional team involvement
• Containment actions – immediate customer communication
• Use of complaint registers and tracking systems
• KPIs related to complaints (resolution time, repeat complaints, etc.)

 

Root Cause Analysis & Problem Solving Tools

• Why RCA fails – Common pitfalls
• Using 5 Whys effectively
• Fishbone Diagram (Ishikawa) for systemic analysis
• Problem Solving Methodologies:
  • 8D (Eight Disciplines of Problem Solving)
  • A3 Method
• Verification of root cause – not assuming symptoms as causes

 Corrective Actions & Complaint Closure

• Developing effective corrective actions
• Mistake-proofing (Poka Yoke) as a corrective approach
• Verifying and validating the effectiveness of actions
• Communicating closure to the customer – dos and don’ts
• Lessons learned & knowledge management
• Complaint trend analysis and management review inputs
• How to ensure complaint is fully resolved
• Closure checklist
• Internal audit coverage of customer complaints
• Identifying trends and systemic issues
• Linking with CAPA, FMEA, MRM

Handling Difficult Complaints & Customers

• Identifying difficult customers: who and why?
• Types of difficult complaints (emotional, vague, repeated, aggressive)
• NLP-based techniques to remain calm, listen actively, and de-escalate
• Do’s and Don’ts in high-pressure complaint calls/emails
• Using assertiveness without conflict
• Sample role-plays or scripts
• Building trust and turning anger into appreciation

 Sustaining a Customer-Centric Culture

• Linking complaint data with continual improvement
• Complaint handling mindset – accountability without blame
• Role of leadership and quality culture in proactive complaint resolution
• Auditor’s view: What do ISO/IATF auditors check in your complaint system?
• Aligning with customer-specific requirements (CSRs)

 Certification:

• All participants will receive an E-Certificate of Participation from Quality HUB India (QHI)